Tanner Alberts Email & Phone Number

Louisville, Ky, Us

Louisville, Kentucky, United States

Charlotte, North Carolina, United States

-Established KPI targets (handle time, autoship conversion, service levels, eNPS, turnover rate, customer satisfaction score, etc) and growth plans for the CX team and hold monthly 1:1 meetings to set and track goals for each team member -Led the initiative for implementing a strategy aimed at reducing handle time, resulting in a significant 32.41% decrease in customer interaction times.-Championed the initiation of an autoship conversion program, resulting in an impressive 125% surge in autoship conversions-Enhanced customer operational efficiency through the provision of help desk support and technical guidance -Achieved customer service human resource objectives by recruiting, selecting, training, and mentoring staff-Enhanced process efficiencies in all areas of CX, using data to identify areas for short-term and long-term improvement -Proactively managed customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty-Improved customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.-Collaborated with other leaders including marketing leads, product leads, operations leads, quality service manager, to document SOPs for new and existing processes -Built schedules for the Customer Care Team, ensuring Care Team members are scheduled efficiently and are meeting WFH demands -Performed payroll duties such as collecting, reviewing, and approving timesheets -Produced required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations

Charlotte, North Carolina, United States

-Handled 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction -De-escalated heightened customer situations -Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells -Collected source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software -Accurately completed related records, reports, and documentation in a timely manner

Charlotte, North Carolina, United States

-Fulfilled clerical duties including scheduling appointments, maintaining and updating client records, collecting bill payments-Articulated written and verbal communication skills with ability to work independently, multi-tasking ability while being efficient and organized in daily operations-Handled social media accounts (Instagram, Facebook)-Communicated between other businesses and clients on behalf of the company -Handled delicate and challenging management situations such as complaints from clients, answering questions and requests regarding their experience

Charlotte, North Carolina, United States

-Managed 10 staff members per shift and up to 150 dogs per day, delegating work to staff-Developed management training and performance that allowed and called for critical thinking, attention to detail, and problem solving in order to have efficiency in day to day operations -Gained efficient training and knowledge on dog breeds and behaviors, identifying signs of aggression, recognizing early/general signs of health issues and administer prescribed medications to dogs

Charlotte, North Carolina, United States

Responsible for the care, tutoring, and extra curricular activities of children

Gastonia, North Carolina

- Maintained and updated the filing of Bills, bill payments, inventory and incoming and outgoing mail. - Provided invoices and receipts for customers manually or computer on QuickBooks. - Created and maintain customer databases- Performed administrative duties including faxing, filing and managing mail