Nia Leak

Customer Service Analyst

Eclerx

04.2021 - 05.2024

Answered constant flow of customer calls with minimal wait times.
Cultivated customer loyalty, promoted repeat business, and improved sales.
Provided information regarding charge accounts and loyalty programs.
Implemented targeted training programs based on individual performance assessments, addressing identified skill gaps effectively.
Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
Reduced call wait times by optimizing staffing schedules and implementing callback options.
Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
Actively participated in company-wide initiatives to promote a customer-centric culture, consistently striving for excellence in service delivery.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Trained new personnel regarding company operations, policies and services.
Identified and resolved discrepancies and errors in customer accounts.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Boosted sales revenue by skillfully promoting diverse service options.