Elizabeth Steelman

• Implemented Zendesk software, reducing errors by 45% and ensuring a seamless customer interaction system.

• Successfully trained customer service agents on utilizing Zendesk, resulting in low ticket processing times and enhanced customer satisfaction.

• Suggested and implemented operational improvements to enhance quality, improve production times, and reduce costs, resulting in a 15% increase in overall efficiency and a 20% reduction in production-related errors.

• Trained and mentored new customer service agents on recognizing customer pain points and how to do what's necessary to resolve their issues quickly. As a result, the team consistently achieved a customer satisfaction rate of 98%+, exceeding the established goal.

• Monitored team member productivity and provided regular feedback, resulting in a 10% increase in individual performance metrics and a 25% reduction in average handling time per customer inquiry.

• Thoroughly investigated escalated customer claims, ensuring personalized and satisfactory resolutions for each specific customer. This approach increased customer satisfaction scores by 15% and strengthened customer loyalty.