Malyssa Seifert

Customer Service Supervisor

HealthComp

01.2005 - Current

Coached employees through day-to-day work and complex problems.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Researched and corrected customer concerns to promote company loyalty.
Created, prepared, and delivered reports to various departments.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Led regular customer service meetings to review progress identify challenges and provide feedback.
Identified customer service trends to provide recommendations for process and procedural improvements.
Implemented feedback system for customers to provide comments and suggestions to improve service.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Delegated tasks to administrative support staff to organize and improve office efficiency.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Interceded between employees during arguments and diffused tense situations.
Kept high average of performance evaluations.
Provided backup to Agents to step in to assist with various tasks whenever employee was absent or at lunch.