Kristi Rosier

• Supervised daily operations and ensured adherence to customer service standards.
• Trained and mentored new call center agents to enhance performance and knowledge.
• Implemented process improvements that increased team efficiency and response times.
• Monitored call quality and provided feedback to maintain service excellence.
• Resolved escalated customer issues, ensuring timely and effective solutions.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Handling Customer concerns regarding reships, expediting orders, overages, shortages, processsing orders.

• Managed customer inquiries and resolved issues to ensure satisfaction and retention.
• Processed prescription orders accurately using pharmacy management software.
• Trained new staff on customer service protocols and operational procedures.
• Improved workflow efficiency by implementing streamlined communication methods within team.
• Conducted follow-up calls to ensure customer needs were met post-interaction.
• Collaborated with pharmacists to provide accurate medication information to customers.
• Assisted call-in customers with questions and orders.
• Managed high call volume with exceptional professionalism and efficiency.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Contributed to team success, consistently achieving call center performance metrics.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Educated customers about billing, payment processing and support policies and procedures.