Handle highly escalated situations with grace, professionalism, and positivity. Clearly communicate problem resolution and next steps to customers and internal business partners, in both verbal and written form. Resolve product or service issues by identifying the root cause. Foster relationships with internal departments, including Retail, Delivery and Service. Actively achieve or exceed established performance metrics as defined by management.

Creative Graphic Designer

Analyzes data to ensure high levels of customer satisfaction while implementing value-add CSAT analytics, methods and practices and accurately input results into the appropriate database. Presents clients with CSAT analytics, methods and processes. Supports team members to improve quality scores, while ensuring all reporting and communication requirements are met and all policies are understood. Maintain an up-to-date understanding of Client expectations by participating in internal QA and Operation calibrations and focus groups.

Handle and carefully respond to all customer inquiries. Provide excellent customer service through active listening and appropriate responses. Meet and exceed CSAT goals with the proven ability to increase customer satisfaction and build positive customer relationships. Identify hesitations, overcome objections. Work with confidential customer information and treat it sensitively. Appropriately communicate with customers. Aim to resolve issues on the first call by being proactive in the customer service approach and deescalate irate contacts.

Designed custom photo-books for customers who did not have time to build their own projects online. Responsibilities included follow-up calls with the customer to ensure the company satisfaction guarantee.

Responsible for providing clerical assistance to the Bishop and Pastor. Managed church office and maintained calendar for the Pastor's speaking engagements and church events. Tasked with designing fliers, worship programs, booklets and other visual aids to promote the ministry within the Charlotte, NC communities.

Responsible for the overall supervision of 35 to 150 call center representatives. Monitored calls for coaching and developing opportunities in effort to maintain customer satisfaction surveys of 90% or higher. Lead team to exceed client expectations with call quality, talk time and overall job performance.