Gwendolyn Haley

• Led a team of customer care agents to resolve client inquiries.
• Trained new staff on customer service protocols and systems.
• Monitored team performance and provided constructive feedback regularly.
• Reviewed customer feedback regularly to identify areas for improvement or potential issues.
• Coached team members on problem solving techniques when dealing with challenging customers.
• Developed and implemented strategies to improve customer service standards.
• Performed root cause analysis of recurring problems in order to develop long term solutions.
• Collaborated with other departments such as sales, marketing, finance, IT, to align processes across teams.
• Trained new customer care staff on company policies, procedures, products and services.
• Analyzed call center data for trends in order to recommend process improvements.
• Coordinated scheduling and workflow to optimize staffing levels.
• Conducted training sessions for staff on CRM best practices and tools.
• Integrated third-party applications into the existing CRM platform to enable better tracking of leads and customers.

• Developed tailored instructional materials to accommodate diverse learners, ensuring comprehension and engagement across all students.
• Implemented various teaching methods such as lectures, group work, and individualized instruction to address varied learning styles.
• Assisted struggling students with additional tutoring sessions or one-on-one support as needed to ensure success.

• Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.

Helping customer what their needs as equipment or helping to fixing their vp.

Traveling to customer home if need come in person. Mostly doing remote thru vp

• Developed strong client relationships to ensure satisfaction and retention.
• Coordinated project timelines and deliverables with internal teams and clients.
• Provided training and support for clients on product features and updates.

• Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.

Helping them if need transfer number back as port in or port back. Provide them new upgrade equipment

• Managed client accounts to ensure satisfaction and retention.
• Developed strong relationships with clients to understand their needs.
• Prepared detailed reports on account status and service usage.
• Trained new team members on account management processes and tools.
• Coordinated with internal departments to address client concerns promptly.
• Utilized CRM software to track interactions and manage account information.

• Developed training materials for diverse communication needs.
• Facilitated interactive training sessions for employees and clients.
• Collaborated with teams to enhance training delivery methods.
• Implemented best practices in instructional design and adult learning principles.
• Coordinated logistics for training events and workshops.
• Provided ongoing support to trainees after initial training sessions.
• Installed various equipment and systems per company specifications and safety standards.
• Utilized hand tools and power tools for precise installation tasks.
• Provided training to customers on use of installed equipment.
• Performed preventative maintenance checks on equipment.
• Troubleshot and resolved technical issues with customers onsite.
• Assisted other field installers in troubleshooting and resolving problems encountered in the field.
• Removed systems and fixtures to prepare for replacements.