Ron Ewing

Business Owner

Hercules Towers Inc., LLC

01.2004 - Current

Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Coached and mentored service representatives to deliver polite, professional customer interactions.
Built positive rapport and relationships for high levels of customer satisfaction.
Enhanced customer satisfaction by efficiently addressing and resolving concerns.
Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
Onboarded and trained customer representatives to meet performance and service goals.
Managed high call volume while maintaining exceptional quality standards in line with company expectations.
Implemented company policies and procedures for professional, cohesive customer care.
Monitored performance metrics to identify areas of improvement and implement necessary changes.
Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
Measured and improved customer satisfaction through feedback surveys and analysis.
Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
Developed customer service initiatives to improve performance and uplift satisfaction scores.
Created reporting systems to track customer service performance and improve insight.
Implemented new policies and procedures to improve overall customer service quality.
Assessed customer service data to identify and address improvement opportunities.
Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
Led customer service projects to address and achieve key business objectives.
Streamlined workflow for faster response times through regular team training sessions.
Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Implemented customer service policies and procedures for consistent performance standards.