Summary
Overview
Work History
Education
Skills
Timeline
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Nancy Burch

Nancy Burch

Louisville,KY

Summary

Driven Team Coach with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

15
15
years of professional experience

Work History

Technical Support Team Coach

Sitel
Louisville, KY
06.2020 - Current
  • Assisted team members in resolving customer satisfaction issues.
  • Empowered and motivated employees via regular feedback to team members.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.

Marketing Assisstant

Procter & Gamble Co
Cincinnati, Ohio
04.2001 - 09.2013
  • Worked with Marketing operations and Account Managers in promotion of new products
  • Developed campaigns and specific marketing strategies for clients.
  • Supervised allotments for Account managers for new and promotional materials
  • Supervised logistics of marketing materials and new products

Education

High School Diploma -

Iroquois High School
Louisville Ky
05.1998

Skills

  • Microsoft Windows and Office
  • Workflow Processes
  • Improvement Plans
  • Process Improvement Initiatives
  • Resolving Problems and Incidents
  • Quality Assurance Evaluation
  • Call Center Customer Service
  • Cloud Technologies
  • Effective Customer Service
  • Team Management
  • Customer Needs Assessments
  • Customer Service Management
  • Customer Complaint Resolution
  • Operating Procedures and Policies
  • Staff Training
  • Corrective Actions
  • Customer Implementation Support

Timeline

Technical Support Team Coach

Sitel
06.2020 - Current

Marketing Assisstant

Procter & Gamble Co
04.2001 - 09.2013

High School Diploma -

Iroquois High School

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Nancy Burch