Tenisha Decker

→Acted as an advocate for the customers by documenting insights and sharing internally with Product team, resulting in a 20% improvement in product satisfaction among customers.

→Consistently exceeding customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.

→Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.

→Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.

→Assisted an average of 100 customers per day via, email, Loom, and live video(Zoom) resulting in 90% satisfaction rate.

→Routinely updated clients, following SLA(Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.

→Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.

→Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time.

→Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal,Chat,Email,and Phone).

→Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.

→Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries

→Routed an average of 20 incoming, existing tasks per day to the appropriate team, resulting in a 90% success rate in task completion