Customer Experience Lead (Remote)
Aceable Inc
8 2019 - Current
- Prompt professional communication through: Email, Chat, Text, and Phone Support.
- Conducted and interacted with over 145 customers a week.
- Took Inbound & Outbound calls to accomplish company goals to achieve sales.
- Developed innovative solutions to address emerging customer needs, resulting in higher retention rates.
- Utilized Gladly Customer Service Software to communicate and interact with customers.
- Processed payments through an online terminal for customers to purchase products online.
- Organized and processed sensitive completion certificates for customers.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
- Provided callback requests for customers who requested it.
- Managed and assisted customers who reach out for support on company social media channels.
- Resolved escalated customers that were sent to Tier 2 in a timely manner.
- Utilized Zendesk Customer Service Software to communicate and interact with customers.
- Consistently achieved excellent on-call and quality evaluations.
- Operated Customer Relationship Management (CRM) software to resolve customer issues on their account.
- Trained and mentored new team members, improving overall team performance and knowledge base.
- Enhanced customer satisfaction by implementing new strategies to address concerns and resolve issues promptly.
- Introduced targeted upselling strategies that boosted revenue without compromising customer satisfaction levels.
