Loretta Rolph

Supported the sales team by meticulously crafting accurate quotes, ensuring seamless order processing, and maintaining a detailed escalation log to address urgent orders promptly. Responsibly managed a high volume of incoming calls, efficiently processed orders through various systems, and consistently delivered smooth, efficient service to ensure client satisfaction and retention.

• Overseen four hair replacement specialists on my team. I took care of time cards, time off requests, and scheduling for my department. I had the responsibility of handling any escalated customer issues. I attended daily meetings with leadership along with other department heads. I held monthly touch base meetings individually with each team member to establish goals and promote growth. Worked with another supervisor daily to collaborate and identify potential and current problems related to any team members or customers. Once any concerns or issues were identified we came up with possible solutions to ensure a great customer experience while maintaining a positive work environment for our team.

• Took scheduled appointments with customers to help place hair replacement orders, product orders. Took incoming calls from customers and assisted them with any questions or concerns that they had. Updated contact information, took payments and updated payment methods as needed, provided account summery to customers when requested. Responded to customer emails, work through daily tasks. I helped in developing the Customer Relations training outline and documentation. I took care of the training when we onboarded new team members.

• Scheduled reoccurring appointments for clients, preformed many different services which included, color, wave, and styling services. This offered a great opportunity to learn great communication skills with many different personalities as well as establishing good time management skills.