Jean Horstman

• Test Scenarios, as directed, to determine cases are displayed, Update VOC contact code, subcategory and all appropriate VOC fields are displayed.
• Verify Resolution is shown
• If any issues are presented, notate this and advice the proper department personnel.
• Still part of this group...

I am always available to help my Supervisor as well as other supervisors, with anything they may need. I come in every morning, with a positive attitude. When my supervisor is off I help prepare the team with posting Good morning Posts, Asking for Daily Trends, Posting new info obtained from Microsoft Teams channel 'Newsflash', and 'Leader Required'. I help test items, procedures, videos before they are presented to the team, to help meetings run smoothly. I have been able and willing to help supervisors from almost day one.

• Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions.
• Take payment information and other pertinent information such as addresses and phone numbers to place orders.
• Verify all customer's pertinent information before discussing their account/order
• Comply with company policies and procedures by encouraging positive and effective work environment among all employees.
• Resolve concerns with products or services to help with retention and drive sales.
• Achieve high satisfaction rating through proactive one-call resolutions of customer issues.
• Apply basic sales strategy to engage customers and present solutions to suit individual needs.
• Offer peers and external customers first-rate customer service to maximize satisfaction and business success.
• When/If I see a peer overwhelmed or struggling to keep up with tasks or has questions, I reach out to assist.
• Celebrate Teammates' successes. Use emoji's to show care/concerns - to let peer they are not working alone (now that we are working virtually - this is a great moral booster!)
• Exceed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
• Use consultative techniques to understand customer needs and make strategic referrals to business partners.
• Describe product Features and Benefits to help guide purchasing decisions.
• Collect customer feedback which helps process changes to exceed customer satisfaction goals.
• Help increase efficiency and team productivity by promoting operational best practices.
• Record product or service failure complaints and notify appropriate departments/supervisors.
• Help maintain financial accounts by processing customer adjustments, as necessary.
• Resolve customer complaints and address emergency requests and needs.
• Help large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhere to company policies and scripts to consistently achieve call-time and quality standards.
• Educate customers on current promotions, upgrades or new offerings available under current plan.
• Document and detail calls and complaints using VOC and/or Omni Order level notes.
• Respond to customer comments and questions.
• Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
• Educate customers on company systems, form completion and access to services, as necessary.
• Address escalated customer service issues to save customer relationships.
• Maintain accurate and current customer account data with digital information updates.
• Enhance productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Apply strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Answer incoming calls in busy, fast-paced global call center.
• Enter customer interaction details in Omni system to track requests, document problems and record solutions offered.
• Recommend products to customers and suggested other options if preferred product(s) are unavailable.
• Seek out training opportunities to enhance customer relationship management abilities and further boost my satisfaction scores.
• Contribute to company achieving and holding industry-leading customer service ratings.
• Detail payment options and transferred customers to billing department for payment or further questions regarding bill.
• Research issues through identification of similar past problems and recommend most appropriate solution.

• Assigned 6-10 new hire seasonal associates to help train and become core associates, per 3 teams.
• Listened/viewed each associate on 5 contacts each week.
• Lead with my heart and praised 5:1 (praised 5 things she did correctly, reviewed 1 opportunity she had to improve.)
• Reviewed all the key performance indicators, Her Journey and shown them where to find their expectations.
• Coached each associate to a gol of at least 80%.
• Actively listened and coached new-hire
• Celebrated their successes.

• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
• Rotated merchandise and displays to feature new products and promotions.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
• Walked through store areas every morning and evening to identify and proactively resolve issues negatively impacting operations.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.