Orada Howard

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• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Set up and activated customer accounts.
• Tracked Incoming customer requests from start to finish to ensure timely delivery of goods or services.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Developed strong relationships with customers by providing personalized assistance and support.
• Prevented key account losses by researching discrepancies and correcting problems.
• Mentored junior team members and managed employee relationships.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Educated customers on special pricing opportunities and company offerings.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Consulted with customers to resolve service and billing issues.

• Delivered timely support by tracking issues and communicating resolutions to end users.
• Maintained library of model documents, templates or other reusable knowledge assets.
• Analyzed operational data, surfacing insights and findings to support business.
• Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
• Identified needs of customers promptly and efficiently.
• Identified gaps between current state and desired future state operations.
• Analyzed and tracked data to prepare forecasts and identify trends.

• Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
• Maintained positive working relationship with fellow staff and management.
• Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Coached staff members to develop long-term career goals.
• Provided ongoing training to address staff needs.
• Reviewed completed work to verify consistency, quality and conformance.
• Reviewed reports from subordinate staff members before submitting them to senior management.
• Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
• Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
• Set specific goals for projects to measure progress and evaluate end results.

• Resolved escalated customer complaints or queries promptly and efficiently.
• Identified opportunities for process improvements, implementing changes when required.
• Reviewed completed work to verify consistency, quality and conformance.
• Ensured compliance with company policies and procedures throughout the team.
• Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
• Provided support to junior staff during peak periods of workloads.
• Monitored operations and reviewed records and metrics to understand company performance.
• Trained new staff in relevant processes and procedures.
• Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
• Collaborated with management team to implement new work procedures or policies.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
• Oversaw quality control to identify inconsistencies.
• Created detailed reports on team activities as requested by management.

• Leveraged specialized knowledge to act as subject matter expert within organization.
• Implemented strategies to take advantage of new opportunities.
• Provided technical support for customers in resolving complex issues.
• Identified needs of customers promptly and efficiently.
• Maintained positive working relationship with fellow staff and management.
• Coordinated with other departments to ensure efficient workflow processes.
• Exercised versatility in fast-paced, agile work environments.
• Developed and implemented specialized procedures for customer service operations.
• Created training materials for new hires on the company's procedures and policies.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Oversaw quality control to identify inconsistencies and malfunctions.
• Managed and resolved incidents according to service agreements.