Suzanne Kent Email & Phone Number

Salinas, California Area

• Manage, develop and motivate an internal team of 15 customer service associates. Maintain high levels of morale through change.
• Train, coach and mentor staffs to ensure daily and monthly goals are achieved.
• Accountable for inbound phone units including overall customer satisfaction.
• Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Promptly respond to general inquires from customer, staff and management via e-mail and phone.
• Ensure superior customer experience by addressing customer concerns; demonstration of empathy and resolving problems immediately.

Salinas, California Area

• Handled customer inquires, complaints, billing questions and payment requests. Calmed angry callers and repaired trust.
• Managed a high-volume workload with a deadline-driven environment.
• Resolved inquires consistently and met performances in all areas.
• Completed voluntary customer service trainings to learn ways to enhance customer satisfaction and improve productivity.
• Supervised various teams during management absences.
• Conducted training for front-line associates.