Elijah Shatraw

• Travel through my territory of Massachusetts and go to high schools to talk to students about their interests in a college
• Assist and answer any questions counselors or students have about the university to help them make their decision in our school
• I am an alumni of the school so I am able to give the students my personal experience about the time I spent at the university

ProACT is a part of KPH and I transferred departments after graduation, I have been with this company for 5 years now

• Maintain relationships with my client list of over 130 and make sure their needs are met
• Strategize the best way to help clients and make sure they are taken care of
• Attend daily meetings with clients, team members and managers
• Improved my abilities by double in just a month and was able to receive my own client list after a few weeks
• Communicate with diverse clients, build rapport and long-term relationships, and achieve client satisfaction to maintain their contracts

• Created and managed a team of customer service representatives to ensure quality standards were met
• Developed detailed reports on call center operations including key performance indicators
• Established procedures for handling escalated situations involving irate customers or difficult inquiries
• Implemented strategies that increased efficiency within the department, resulting in shorter response times for customers
• Maintained up-to-date knowledge of company products and services to provide accurate information to customers
• Identified opportunities for process improvements through analysis of trends in incoming inquiries
• Organized special events and promotions designed to improve the level of engagement between customers and the company
• Gained customer loyalty by fostering positive relationships with consumers
• Developed and implemented customer service policies and procedures to ensure consistent, high-quality customer experiences