Chelsea Helterbran

• Delivered expert assistance to clients throughout their legal processes, ensuring a positive and efficient experience
• Handled client interactions through multiple channels, including phone consultations, intake procedures, and follow-ups
• Conducted detailed intake assessments to gather critical case information, ensuring accurate documentation and understanding of client needs
• Performed thorough quality control (QC) checks on legal documentation and case files, ensuring accuracy, completeness, and compliance with legal standards
• Maintained consistent and clear communication with clients, addressing inquiries, clarifying legal procedures, and providing updates on case progress
• Collaborated with legal teams to facilitate the smooth transition of cases from initial contact to resolution, ensuring all client needs were met in a timely manner

• Mentored and coached a team of 15-20 customer service agents, improving their application of quality service techniques and optimizing department workflow
• Utilized data analysis and reporting tools to track key performance metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR)
• Evaluated inbound/outbound calls, chats, and emails to assess employee performance, technical accuracy, and adherence to company policies
• Effectively communicated with 70-100+ clients through various communication channels, including phone calls, online chats, and emails, resolving inquiries professionally and empathetically
• Efficiently utilized a computerized scheduling system to manage client appointments, ensuring optimal allocation of time for each appointment
• Develop and implement customer service training programs for new and existing employees to enhance their knowledge and skills in handling customer inquiries and providing excellent service

• Provided prompt and friendly service to 60-100+ clients through various communication channels, including inbound calls, outbound calls, live chat, and email, addressing inquiries and service complaints
• Managed customer inquiries, processed payments, and handled service requests
• Recorded essential information, including claim details, customer updates, and other critical data
• Resolved customer service and billing complaints by adjusting bills, actively listening to customer requests, and making appropriate suggestions to fulfill their needs
• Analyzed customer data to identify retention trends and develop strategies to increase customer loyalty and retention rates

• Oversaw a team of customer service representatives, providing guidance, training, and performance evaluations to ensure a high level of service quality
• Conducted regular customer surveys and feedback analysis to identify areas for improvement and implement necessary changes
• Collaborated with cross-functional teams, including product development and marketing, to enhance the overall customer journey and product offerings
• Stayed updated on industry trends and best practices in customer experience management to drive innovation and maintain a competitive edge
• Collaborated with store management to develop and implement strategies to improve employee and customer interactions, creating a positive and engaging store environment