Hannah Davis

• customer service skills, patience, understanding and compassion to answer inbound phone calls for our clients' members or customers
• Handles a high volume of incoming calls/chats
• Gathers customer information, assesses and fulfills customer needs
• Educatescustomers regarding tax preparation products and services
• Utilizes and navigates multiple systems simultaneously
• Resolves customer issues via one call resolution guidelines and/or escalated process
• Meets or exceeds company and client performance metrics
• Resolves customer issues via one call resolution guidelines and/or escalated process
• Maintains a balance between company policy and client benefit in decision making
• Evaluates and identifies opportunities to drive process improvements that positively impact ourclient and its customers
• Accepts and embraces changes within the current business environment

Cross trained in multiple departments to know all company needs and train newemployees.

Analyzed and updated all necessary changes to Salesforce software

Processed customer service requests via phone support and email support

Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

Noted customer correspondence in CRM to track requests, problems and solutions.

Properly diagnosed customer needs and proactively educated them about the features andbenefits of company products and services

Audited internal data and processes to identify and manage initiatives, improving businessperformance.

Recommended metrics and models

• customer service skills, patience, understanding and compassion to answer inbound phone calls for our clients' members or customers
• Handles a high volume of incoming calls/chats
• Gathers customer information, assesses and fulfills customer needs
• Educatescustomers regarding tax preparation products and services
• Utilizes and navigates multiple systems simultaneously
• Resolves customer issues via one call resolution guidelines and/or escalated process
• Meets or exceeds company and client performance metrics
• Resolves customer issues via one call resolution guidelines and/or escalated process
• Maintains a balance between company policy and client benefit in decision making
• Evaluates and identifies opportunities to drive process improvements that positively impact ourclient and its customers
• Accepts and embraces changes within the current business environment