Ann Hogge

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Escalated issues to proper supervisors when standard processes were not effective.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Evaluated customer service staff performance and provided constructive feedback.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Managed Teams of between 15 and 20 advisors

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.
• Handled customer inquiries and suggestions courteously and professionally.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

● Assisted Team Manager with daily team operations ie metrics, account procedure compliance, scheduling

● Monitored/coached agents on call quality and proper call flow

● Coached agents on Monthly Metrics including Customer Satisfaction, attendance, Quality Scores, aux usage, and sales goals

● Assisted Training Team by "guest lecturing" on Customer Service Skills and Empathy.