Otha Hollins

Customer Service Manager

Com-Ed

Oak Brook, Illinois

12.2006 - 05.2021

Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Developed and implemented strategies for providing excellent customer service experience.
Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Monitored phone calls to provide feedback and coaching.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Conducted regular training sessions for staff on new products, services, and customer service techniques.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Upheld quality control policies and procedures to increase customer satisfaction.
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Implemented quality control measures to uphold company standards.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Interviewed prospective employees and provided input to HR on hiring decisions.
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Contributed innovative ideas and solutions to enhance team performance and outcomes.