April Lewis-Mair

• Provide high‑quality remote customer service via phone, email, and chat.

• Support customers with billing questions, account updates, product information, and service inquiries.

• Troubleshoot technical issues and guide customers through resolution steps.

• Document all customer interactions in CRM systems with accuracy and attention to detail.

• De-escalate difficult situations while maintaining professionalism and empathy.

• Meet or exceed performance goals including quality scores, customer satisfaction, and call handling metrics.

• Stay updated on system changes, product updates, and new guidelines.

• Collaborate with team members and supervisors to improve workflows and service delivery.

• Directed daily business operations including scheduling, staffing, budgeting, and inventory control.

• Led and supervised team members, providing training, coaching, and performance evaluations.

• Resolved escalated customer issues and improved overall customer satisfaction and retention.

• Developed and implemented operational procedures to increase efficiency and reduce costs.

• Managed hiring, onboarding, and development of staff to maintain a high‑performing team.

• Reviewed sales reports, monitored KPIs, and created action plans to drive revenue growth.

• Ensured compliance with company policies, safety regulations, and quality standards.

• Conducted team meetings and communicated performance expectations, policies, and goals.

• Fostered a positive, professional work environment built on accountability and service excellence.