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.• Coach and develop associates as needed.• Maintain a high-level Regulation Z accuracy rate.• Strong supervisory, relationship management, communication and multi-tasking skills.

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.