Courtney Blige

• Facilitated customer adoption of UKG Ready application through targeted assistance.
• Diagnosed and resolved technical issues while maintaining high service standards.
• Delivered help desk support across various channels including calls and emails.
• Maintained detailed documentation of resolved cases and created solution trails.
• Proactively engaged customers to maximize value from their investment.
• Worked independently and collaboratively within a team environment.
• Expertly guided users through intricate troubleshooting processes.
• Mentored junior support staff, enhancing team efficiency and satisfaction levels.

• Strengthened client relationships through proactive engagement strategies.
• Delivered exceptional service in alignment with company’s strategic goals.
• Served as liaison to facilitate communication between clients and departments.
• Directed queue management in Nice to enhance operational efficiency.
• Monitored call center duties, ensuring adherence to service level agreements.
• Addressed customer issues regarding order shipments and escalations effectively.
• Escalated high-priority concerns to relevant stakeholders for swift resolution.
• Communicated website issues to IT for prompt troubleshooting.
• Enhancing new and existing relationships.
• Executing on the company’s strategic initiatives by providing exceptional service to clients.

Performed routine analyses of account order activities, identifying patterns and OS&D claims to guide behavioral changes in customers.

Acted as mentor within the department, fostering talent development and team cohesion.

Evaluated risks and opportunities, leading implementation of strategies to enhance departmental efficiency.

Provided expertise in customer service policies and processes, establishing a leadership presence among team members.

Addressed systemic issues in order fulfillment and supply chain for strategic accounts.

Promoted a culture of continuous improvement by applying LEAN principles to reduce waste across operations.

Maintained adherence to standard work practices for consistent departmental service delivery.

Utilized software and databases effectively to support internal and external customer communications.

•

• Formulated a high-performing team of knowledgeable Associates dedicated to superior Customer service.
• Addressed and de-escalated negative experiences swiftly, ensuring Customer satisfaction.
• Championed product knowledge among Associates, enabling effective advocacy.
• Motivated and trained team members on Standard Operating Procedure execution and accountability.
• Directed queue management in Nice, maintaining operational efficiency in the Call Center.
• Supervised Call Center operational duties while monitoring service levels closely.
• Resolved order shipment inquiries from Customers through various communication channels.
• Reported trends in product and service-related issues to Associate Manager for further analysis.
• Build and develop a team of passionate and knowledgeable Associates who strive to make the Customer #1 priority by focusing on delivering the best experience.

• Achieved high levels of customer satisfaction as Lead Product Support Representative for over five years.
• Guided users in troubleshooting technical issues, simplifying complex problem resolution.
• Enhanced team efficiency by training junior support staff effectively.
• Implemented improvements to product features and support processes while managing multiple projects.
• Fostered productive relationships with clients and cross-functional teams to enhance collaboration.
• Consistently maintained service quality standards while achieving performance metrics.
• Results-driven Lead Product Support Representative with over five years of experience in delivering exceptional customer service and support.

• Implemented a new customer service strategy that boosted employee and customer engagement.
• Designed associate training programs focused on learning and effective communication.
• Facilitated hiring processes through interviews, reference checks, and decision-making.
• Collaborated with management to customize employee training initiatives.
• Managed enrollment in health insurance, retirement plans, and additional benefits programs.
• Responded to employee questions about benefits and eligibility requirements.
• Developed community resources to guarantee client access to necessary support services.
• Community resources to ensure clients had access to necessary resources.