Nicole Mungro

As a customer retention supervisor supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves.

Also as a leader I coach and develop individuals to meet all metrics provided through the center's business needs.

• Developed and implemented strategies to maximize customer satisfaction.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Analyzed and reported on key performance metrics to senior management.

• Inspected incoming and outgoing materials for accuracy and quality.
• Communicated with production team members about quality issues.
• Inspected quality of products, taking note of functionality, appearance and other specifications.
• Performed visual inspections and non-destructive tests where appropriate.
• Evaluated components and final products against quality standards and manufacturing specifications.
• Resolved customer complaints by investigating problems and developing solutions.
• Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.