Customer Service Lead
Lyft And Uber
Wichita, KS
07.2024 - Current
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Identified opportunities to increase sales through cross-selling products or services.
- Implemented changes based on feedbacks received from customers.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
