Essence Venson

• Answered an average of 80+ inbound calls daily, addressing customer inquiries, complaints, and requests in a professional and efficient manner.
• Processed payment, changed service plan, ensured accuracy, and timeliness.
• Provided product and service information to customers, guiding them through troubleshooting steps for technical issues.
• Maintained an average customer satisfaction score of 95% through active listening and problem-solving.
• Assisted in training new team members, providing support in mastering customer service protocols, and company systems.
• Collaborated with team members and management to meet and exceed monthly service and sales goals.

• Combined active listening skills, prepared scripts, and personal communication expertise to determine the best solution for each caller.

• Helped coordinate deliveries for customers purchasing products, and answered questions about missing shipments or delays.

• Shared relevant tools with customers as necessary to reduce support call frequency.

Handled a number of issues with the first call, and smoothly coordinated escalations for the complex.

• Handled a wide range of customer issues, including billing inquiries, account management, and technical troubleshooting.
• Achieved a 98% first-call resolution rate by identifying customer needs and resolving issues promptly.
• Maintained knowledge of company products, services, policies, and procedures to effectively address customer questions and concerns.
• Consistently met and exceeded performance metrics, including average handle time, customer satisfaction, and quality assurance scores.
• Provided feedback to management regarding common customer issues to assist in the development of more efficient processes and training materials.
• Processed customer complaints and escalated complex issues to the appropriate department, ensuring timely resolution.