Anna Witz

Provide the highest level of customer support by engaging directly with dissatisfied customers. De-escalating tensions and maximizing opportunities to restructure accounts to fit the customer needs while balancing the needs of the company. Staying current with trending promotions, solutions, and device features. Displaying appropriate and authentic empathy and professional emotion in the face of disgruntled customers. Ability to recognize what situations need a higher level of ownership and decision making skills. High level of time management and organizational skills to swiftly work though multiple systems.

Manage a team of associates by providing up-training, call review coaching, and supervising real-time metric operations. Track and observe coachable opportunities in associates, and shape relationships to encourage professional growth within the company. Create individual metric improvement plans and help associates initiate positive changes in their work routine. Step in when necessary to escalate customer concerns and encourage brand loyalty. Observe live and recorded calls independently and collaborate with associates on positive growth and identify areas of improvement. Maintain professional relationships with Clients, and provide feedback to and from associates. Review employee time cards, manage and track attendance along with requests for time off while maintaining staffing that meets business needs. Attend training to stay current with industry techniques and trends. Ensure compliance in procedures and policies to maintain protected information and security.

Answer incoming calls in a high paced call center focused on telecommunications. Offer support and solutions to customers in a timely manner to maintain metrics and high quality assurance. Follow established scripting for call flow while personalizing each call to the customers needs. Partner with escalation teams, or technical support when needed for best customer outcome. Maintain privacy of confidential information, report any suspicious account activity, and leave all accounts with factual detailed notes.