Lorilei Cooper

Increased employee productivity by implementing performance metrics and recognition programs leading to a A- improvement from a D performance. Cultivated positive relationships with tenants through effective communication channels between American Senior Leadership and Bags Inc

Conducted regular audits to ensure compliance with regulatory standards and identified areas for improvement efforts by analyzing facility operations and identifying area for optimization. Managed the budget for facilities, ensuring cost-effective allocation of resources. Daily communication with Directors and all levels of Management. Collaboration on customer experience policies and procedures,

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Reduced customer complaints by proactively identifying and addressing common issues.
• Developed customer service manual to standardize procedures across all departments.
• Improved team morale by establishing recognition program for exceptional customer service.
• Fostered culture of continuous improvement, leading to consistently high service standards.
• Improved service delivery consistency by monitoring and adjusting workflows.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.