Thresa Roark

Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support. Supported 80 or more customers per day with questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.

• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.

• Responded to customer requests for products, services, and company information.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with over 100 customers per day about resolved issues to maintain high standards of customer service.
• Investigated and resolved accounting, service and delivery concerns.

• Cultivated culture of inclusion and excellence, driving growth by specializing in customer engagement and lasting experiences.
• Reviewed financial documentation, reports, and forecasts to make accurate and proactive operations decisions.
• Oversaw development of 10 managers and sales strategies to maximize profits.
• Interacted well with customers to build connections and nurture relationships.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.