Teresa Lee

Assisting public inquiries regarding county services by providing guidance and suitable solutions. Responded to community calls for county services, offering helpful suggestions and resolutions.

Accessing County systems and databases to handle complex and escalated incoming requests for information and services .

Facilitating effective communication with callers by probing for clarifications and offering tailored solutions. Analyzing information gathered to inform decision-making and improve response quality. Executing de-escalation techniques to manage challenging conversations independently without the need for Supervisory intervention .

Assessing status and up to date Knowledge Based articles with direct customer interactions and independent observation and research (such as trending topics within county, changes beginning and end dates of services, conflicting info in publications and communicating needs and potential liabilities to Manangement .

Performing as a model for deliverance of excellent customer service and consistently meeting metrics and performance expectations

For CSR level .

Providing directions and suggestions in meetings for meeting standards.

Processing , recording and maintaining records accurately or telephone exchanges in accordance to and with procedures specifically.

Performing follow up duties as needed and directed and required .

Performing all after call work , assigning service requests to the appropriate county dept, fulfilling requests from customer calls where work is defined by Customer Service per Standard Operating Procedures.

Performing any and all job related duties assigned

Providing Customer Service over telephone and in Professional office environment Meeting and exceeding and achieving

Sales goals and objectives

Leading and successfully coaching team into reaching for the first time annually one million dollars