Lori Zobel

• Coordinated and scheduled House Call visits for existing members.
• Kept high average of performance evaluations.
• Answering inbound and outbound calls from members.
• Insured a quality member experience and provided excellent customer service in all interactions
• Demonstrated the five core values in Integrity, Compassion, Relationships, Innovation and Performance.

* Assisted end users with recent service issues such as lost keys, lost dogs, injured dogs, walker injuries, etc.

*Conducted investigation with all parties to determine who is at fault.

*Used correct macros on incoming tickets and staying within time constraints to avoid breaching SLA.

* Input daily outreach into case tracker to stay aligned with proper expectations from leadership.

*Made determination /if end user violated any of the guidelines put in place and if so, apply corrective action determined by the policies and procedures.

• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Re solved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Assisted on a beta test for a team communication form.
• Assisted with major projects involving outreach to new pet parents on the platform and assisting with any questions or concerns they might have had.

• Maintained up-to-date knowledge of product and service changes.
• Resolved issues with billing, plan features, adding or upgrading plans, updating personal information and resolving complaints.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Promptly responded to inquiries and requests from prospective customers.
• Met customer call guidelines for service levels, handle time and productivity.

• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Responded to customer calls and emails to answer questions about products and service.
• Responsible for communicating with Hong Kong about orders, shipping issues, doing refunds, credits, etc.

*Promoted Level 3 agent, Hong Kong team

* Team of the week March 2016

*Best Productivity and Essential Rewards Member, February 2016

*First on my team in terms of availability, 92% in overall satisfaction and agent resolution and 100% in agent satisfaction, Best Agent Resolution in January 2016.

*Received Star Player in November 2015

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