Sharell Adams Email & Phone Number

New York, United States

• Manage a team of 15 mobile associates to maximize customer retention rate and customer satisfaction levels.• Serve as frontline for customer inquiries across multiple channels including email, phone, social media, and face-to-face interaction.• Utilize superior product knowledge to effectively answer customer's questions, provide guidance, and resolve issues.• Ensure positive customer experience by proactively managing and growing customer relationships.• Provide on-going support and coaching for new associates on how to effectively utilize Salesforce.• Assist customers with troubleshooting issues and perform root cause analysis on support, fraud, trust, and safety cases.• Support team managing CSAT and contribute recommendations for improving products/services and operational processes.

• Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.• Developed tools, processes, and best practices to ensure customers are realizing the greatest possible value.• Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle.• Worked closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.• Responded to customer emails and questions on all platforms, including social media; Engaged with influencers.