PATRICIA ELLIOTT

• Evaluate and score inbound/outbound calls and customer issue tickets against established quality standards.
• Conduct quality audits to identify areas for improvement and ensure compliance.
• Develop and deliver training materials to enhance agent performance and knowledge.
• Monitor agent performance to provide feedback on telephone etiquette, product information, and procedure adherence.
• Create and maintain performance expectations, action plans, and development plan to improve call quality.
• Generate accurate and timely reports on call quality, productivity, availability, and other key metrics.

• Provide exceptional customer service by addressing inquiries promptly, accurately, and professionally.
• Resolve customers issues effectively on the first call whenever possible.
• Ensure accurate and timely processing of credit card and e-check payments, adhering to all relevant regulations and compliance standards.
• Maintain strict confidentiality of customer information,safeguarding sensitive data and protecting customer privacy.
• Follow up with customers to ensure their satisfaction and address any outstanding concerns, proactively seeking feedback to identify areas for improvement.
• Contribute to quality improvement initiatives by identifying and reporting process inefficiencies, suggesting process enhancements, and participating in quality assurance activities.
• Adhere to establish quality standards and procedures to ensure consistent and high-quality service delivery.

• Addressed customer inquiries and resolved concerns, ensuring account satisfaction while identifying opportunities for plan renewals and extensions.
• Consistently met or exceeded weekly and monthly sales and retention targets through effective inbound and outbound call strategies.
• Maintained accurate and confidential customer records, utilizing the computer system to document interactions and sales outcomes.

• Verified and logged laboratory specimens into the Laboratory Information Management System with strict adherence to sample identity and testing criteria, maintaining rigorous Chain of Custody protocols.
• Conducted aliquoting processes for both initial and subsequent testing phases, ensuring specimens were efficiently routed to their designated laboratory sections.
• Participated in laboratory process improvements and quality assurance initiatives, contributing to team objectives and adhering to safety standards while providing mentorship to peers.

• Managed multi-line telephone system to efficiently direct calls and addressed visitor inquiries, ensuring seamless internal communication and customer service.
• Coordinated conference room bookings and upheld visitor security protocols, contributing to the maintenance of an organized and secure working environment.

• Enforced asset protection protocols, conducting meticulous merchandise checks, and investigating theft and fraud incidents, ensuring company asset security and compliance with safety regulations.
• Managed security systems and responded to alarms, maintaining vigilance over the premises to prevent unauthorized merchandise removal and promptly reporting any irregularities.
• Executed daily security operations, including employee scanning and bag checks, and compiled cargo loss reports to support loss prevention strategies.

• Addressed customer inquiries and resolved complaints, enhancing customer service experience and fostering client confidence through attentive listening and constructive feedback.
• Assisted in store opening and closing procedures, ensuring accurate cash management and seamless daily operations.

• Assisted customers in locating and selecting electronic products by providing knowledgeable insights into features and benefits.
• Ensured electronic items were properly packaged with warranty cards included, enhancing customer satisfaction and post-purchase support.
• Facilitated the delivery and transportation of heavy electronic goods to customer vehicles, ensuring a seamless purchase experience.

• Ensured order accuracy and efficiently dispensed merchandise for online purchase fulfillments, enhancing customer satisfaction.

• Delivered exemplary customer service, fostering customer loyalty and repeat business.