Neleka Williams

• Answer customer inquiries and provided accurate information regarding products and services.
• Gather customer feedback through surveys and used the data to improve customer service.
• Develop strong relationships with customers by providing personalized assistance and support.
• Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Answer inbound calls, chats and emails to facilitate customer service.
• Consistently deescalate customer concerns while maintaining a calm, friendly demeanor.
• Ask probing questions to determine service needs and accurately input information into electronic systems.
• Use approved scripts to de-escalate angry customers during telephone interactions.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.

• Act as team lead for three customer service teams.
• Mentor and onboard new hires.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Coach errors and provide timely feedback to agents focusing on perfomance mangement
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

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• Developed and implemented strategies for providing an excellent customer service experience.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Ensured prompt resolution of customers' inquiries via phone, email, or chat support channels.
• Maintained accurate records of customers' interactions with the company in order to provide better future services.
• Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.