Stephanie Davis

• A liaison between customers and different department to ensure all customer needs are met
• Trained and mentored new customer service representative
• Trained new employees on customer service techniques and company policies
• Maintained accurate and up-to-date customer records
• Provided feedback and coaching to team members to improve performance
• Analyzed customer service data to identify trends and areas for improvement
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Greeted customers and listened closely to problems described to determine solutions.
• Reduced average call time 34% with optimal call control and proper use of internal knowledge bases
• Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
• Resolved concerns with products or services to help with retention and drive sales
• Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings

• Supervised team of customer service representatives
• Assisted with development and implementation of customer service policies
• Responded to customer comments and questions via LiveChat during shifts.
• Resolved concerns with products or services to help with retention and drive sales.
• Documented and detailed calls and complaints using call center's CRM database.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Managed over 150 customer calls per day.
• Researched issues through identification of similar past problems and recommended most appropriate solution
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships

• Planned schedules and workflows based on expected customer demands.
• Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
• Reviewed associate performance to identify training needs.
• Trained, oversaw and mentored new team members to strengthen performance and job expertise.
• Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
• Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
• Managed over 150 customer calls per day
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
• Met customer call guidelines for service levels, handle time and productivity

GPA: 3.9

• Completed professional development in Business Administration