Elyse Ordogne

• Managed approximately 30 incoming calls, emails, and chat messages per day from customers.
• Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies. Used AI to convert support inquiries into orders.
• Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels. Built a FAQ landing page for B2B customers to self service and reduce support contacts.
• Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
• Coordinated and processed warranty claims, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions. Updated online service portal weekly.
• Streamlined internal communication between sales and support teams for better collaboration and client satisfaction.
• Resolved customer complaints in professional and timely manner. Tracked and reported response time goals for support inquiries.

Managed, coached, and mentored a team of 14 social media specialists that responded to an average of 480k+ customers annually across all social, email, and messaging channels in real time

• Managed staff, scheduling, and payroll weekly while providing team members with feedback and guidance towards overall career development and performance
• Identified and implemented automation for Facebook messenger based on data for top contacts
• This helped reduce handling times by 25% and would pre-screen customers prior to agent handover providing quicker resolution or self-service options
• Modified and built new flows for Apple business chat bot to provide self-service steps for customers reducing costs per contact by 10% while creating a more innovative experience for customers to be served and deflection from the call center
• Led social media team and reduced average first response time from 1 hour to 20 minutes
• Implemented quality assurance scorecards that drove CSAT and NPS scores up MoM
• Utilized analytical skills by pulling VOC Data and communicated areas of opportunity to various departments or locations which led to process improvements specifically with the app and website
• Led SEO Google review integration project and assisted with Salesforce migration and CRM team

• Coached and mentored a team of 28 social media specialists daily
• Created a quality audit scorecard to hold agents accountable that drove an increase in overall customer satisfaction by 10%
• Identified system and process glitches that caused customer pain points and reported to the right teams to resolve.
• Led the team by handling and publicly resolving escalations on social from high profile influencers with over a 2M+ following
• Generated leads through effective paid advertising campaigns on Facebook, Instagram, and Twitter.
• Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.

• Responded to 150 social messages per day providing excellent customer service and support.
• Fielded and distributed 7 leads per day through social media outlets for Hertz car sales generating revenue for store locations
• Maintained and grew existing revenue sources through marketing campaigns and the data derived from these campaigns via social media platforms
• Supported product launches with targeted social media strategies, increasing market penetration and customer awareness.
• Created and distributed surveys for data collection and analysis through apple business chat

• Ensured an overall outstanding customer experience when processing 15-20 rentals per day on average for customers.
• Trained and developed new team members in alignment with branch service standards and objectives.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Oversaw inventory management, and optimizing stock levels of rental fleet daily.
• Assisted in training new hires, sharing best practices for exceptional customer service delivery.
• Resolved customer complaints with empathy and professionalism, ensuring repeat business.