Lauren Wellman

- Works with the Quality Assurance team to perform call monitoring and evaluations to ensure high level of service is delivered by the CSD ASL customer support representatives.
- Train new hires and coordinate with Training Manager to identify additional training opportunities as needed for CSD ASL Support
- Provide direct support to the CSD representative and handle call escalation as needed.
- Responds efficiently to customers and develops a relationship with them by ensuring that they feel supported and all KPI's are met.
- Utilizes software, databases, scripts, and tools to ensure all call information is documented accurately as standard operating procedures indicate.

• Taking calls for internal Communication Service for the Deaf Department, CSD Social Venture Funds partners, COVID-19 hotline, SquareGlow, Telecommunications for the Deaf, California Telephone Access Program, Route One, Bus Door Films, Mozzeria, National Deaf Therapy and Deaf Tax
• Developing materials and training representatives for SquareGlow, National Deaf Therapy, and Deaf Tax
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Recordkeeping of customer interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the customer service process

• Preparation and data entry of documents for scanning
• Operation and troubleshooting of scan machines
• Verifying that all documents were prepped or scanned to standards and that no pages we missed during scanning
• Provided quality clerical support through data entry, document management, and overseeing operation of office equipment

• Explain products/services & answer questions from customers
• Contact private individual by telephone in order to sales for products or services
• Engaged with customers to effectively build rapport and lasting relationships
• Completed orders and organized product deliveries to meet customer timetables