Jennifer Moore

Delivered white glove service to customers on credit card & luxury car projects while providing training, agent support and leadership to the team. Tasks include:

• Credit card project: provide agent support on the transition/nesting team sharing direction to new agents
• As an Agent Assist Line specialist, provide one on one direction on handling complex accounts/cases
• Roadside assistance project: adeptly adapt to change and share procedural changes with agents
• As a Shift Lead, focus on administrative tasks: file reimbursement and damage claims (via zendesk), submit customer complaints to regional team (via outlook) and email updates to customers in a timely manner

Provide stellar customer service for high end clients while maintaining high metrics. Responsibilities include:

• Promptly answering every call on the second ring to provide individualized attention to customer
• Meticulous detail to notations, legal disclosure requirements and order processing
• Assist customers with placing new orders, issuing return labels and processing credit card refunds

Focus on servicing clients in two high call volume areas: a mobile food ordering/delivery application project and in appointment scheduling for a high end hair salon

• Maintain top tier metrics, especially schedule adherence
• With the food delivery application, made updates to menus, delivery area graphs and edits to the website when needed
• Autonomy and responsibility that come with being an independent contractor, invoicing clients and maintaining records

Address customer concerns using several client applications simultaneously. Highlights include:

• Consistently maintain top tier status with great metrics and superlative customer satisfaction surveys
• Conducted 6 week virtual training courses for new hire employees and oversee onboarding (live call practice)
• Voluntarily accept supervisor request calls when needed