Merwin Edward

Handling 25-30 inbound calls everyday to provide customer support related to products & services by adhering to the call flow & resolving customer complaints & concerns.

• Achieving performance metrics,including FCR and customer satisfaction.
• Responsibilities as Lead

Coach Representatives on implementations of Call Quality

requirements.

Anticipate escalation,identify problem areas and adjust

working processes appropriately.

Listen & grade calls to provide feedback to representatives

on improving techniques.

Used ETS Studio & Micro Strategy tools to train and coach agents.

• Authored and managed ECAFS documentation.
• Floor walking & managing mobile team chat - Helping SMB transition to Mobile.
• OEST project team member - Processing orders for SMB Billing Austin.
• Assisted in training new hires and offered ongoing support to help them reach their full potential.

• Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
• Managed daily operations to ensure high level of efficiency, consistency, and quality in both food and service.
• Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
• Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
• Collaborated with executive chef on menu development, ensuring diverse options that catered to various dietary needs.
• Promoted positive work environment with proactive conflict resolution strategies and team-building activities.
• Coordinated catering services for private events, delivering memorable experiences while maximizing profits.

• Improved store efficiency by implementing inventory management systems and streamlining operational processes.
• Mentored employees for professional growth, fostering a positive work culture that encouraged collaboration and teamwork.
• Developed strong vendor relationships for timely delivery of products, negotiating favorable terms on pricing and contracts.
• Increased store traffic by organizing engaging events and promotions that appealed to target customers.
• Coordinated with regional management on strategic planning initiatives aimed at improving store performance within district or territory as whole.
• Managed overall visual merchandising efforts within store location while adhering to corporate standards and guidelines, ensuring consistent brand image across all marketing materials.
• Managed inventory control, cash control, and store opening and closing procedures.
• Supervised guests at front counter, answering questions regarding products.
• Approved regular payroll submissions for employees.

• Streamlined the complaint resolution process for increased efficiency and improved response times.
• Maintained detailed records of customer interactions, transactions, comments, and complaints for reference purposes.
• Improved first call resolution rates through thorough research and accurate assessment of customer issues before providing support.
• Obtained positive customer reviews and testimonials by delivering an exceptional level of support throughout every interaction.
• Made customers aware of current and new programs and services.

• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.