Kelly Carter

• Followed through with client requests to resolve problems.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Took ownership of customer issues and followed problems through to resolution.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Kept accurate records to document customer service actions and discussions.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Established and oversaw performance targets for call center associates.
• Developed quality employees within call center to take over leadership positions.
• Created team rotations to man center effectively during peak hours.
• Trained team members on performance metrics and consumer behavior identification.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.

Make outbound and receive inbound calls via an Auto Dialer or manual calling to gather or clarify information.Accurately document all information pertaining to accounts.Prepare and/or process documents; review for accuracy and completeness; update information and/or evaluate against policy; compare elements for consistency or logical relationship, etc.Perform investigative activities to evaluate and determine the whereabouts of customers through database searches and system records Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.Review, process and verify accounts and account balances.Perform other duties as assigned.Genuinely want to help clients & stores with difficult situationsRespond to the customer’s needs with empathy and assists the stores with getting slients approved and taken care of. etc