Sidney Mcshan

- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding
enthusiasm and remaining calm in extremely trying situations.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations
and asking in-depth questions of customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.

- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times and collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams. Executed record filing system to improve document organization and management.
- Handled client correspondence and tracked records to foster office efficiency.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.