Hannah Sloan

Mission Lane LLC

02.2023 - Current

Consistently provide exceptional customer service in a high volume call center by addressing inquires and de-escalating issues with empathy and confidence
Exhibited adaptability to organizational changes while offering supportive assistance to colleagues as needed, fostering a collaborative work environment
Accurately and efficiently document customer interactions by leaving detailed notes, and following up directly when applicable
Exceed performance targets and maintain excellent metrics such as 100% of calls during my employment with Mission Lane being without business critical infractions, 80 second average after call work time, and an average of 93% first call resolution rate
Leveraged problem-solving skills and a flexible mindset to address unique situations, ensuring optimal customer experiences and effective resolutions
Utilized a variety of resources during customer interactions to effectively resolve issues and ensure customer satisfaction, while clearly communicating future expectations
Contributed to a project focused on migrating over 70 Confluence pages to a new platform, enhancing agent experience and improving searchability
Demonstrate proficiency in managing a high volume of email correspondence, averaging 60 responses per hour, while consistently maintaining quality and attention to detail in each interaction

Overview