Olette Bijoux

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Enhanced team productivity by providing ongoing coaching to Customer Service Representatives.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
• Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service role effectively.
• Mentored new hires, providing guidance to ensure their successful integration into the team.

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• Assisted client various legal concerns promptly and professionally, maintaining a high level of customer satisfaction.
• Enhanced customer relationships with personalized service and addressing individual concerns promptly.
• Facilitated morning huddles with regional branch BSRs.
• Provided support during high call volume periods, maintaining professionalism under pressure.
• Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.

• Maintained up-to-date knowledge of industry regulations, trends, and best practices while handling high call volumes.
• Engage customers to generate sales leads by further strengthen customer relationships
• Worked closely with other departments to provide seamless services and resolution to complex client requests
• Assisted clients in navigating the website for various needs