Frantz Laforest

Duties include calling customers shortly after a customer service interaction and performing a short interview about that experience.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Analyzed and reported on key performance metrics to senior management.
• Developed systems and procedures to improve operational quality and team efficiency.

Duties include placing orders with merchants who wish to have a courier deliver their goods.

• Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
• Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
• Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
• Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.

• Answered and assisted callers who were calling in to order a product or to be placed in the appropriate conference.
• Resolved customer concerns with positive approach and constructive strategies.
• Produced consistently high-quality baked goods for customers.
• Managed customer service operations, including taking orders and resolving complaints.