Notes

Celanese – Huntsville, AL
Managed 11 Staffing customer service representatives while setting rClaireable customer satisfaction goals and responded to their questions and guided them on appropriate resolutions Administrative duties such as approving Paid Time Off for customer service representatives, scheduled team meetings, scheduled team outings, skilled additional customer service representatives to assist with staffing calls when call volume was high and monitored customer services representatives to calls and emails to ensure company process and procedures was followed
Resolved customer service issues using company processes and policies and provided updates to customers
Coached new team members on service techniques and provided scoring through quality assurance program Conferred with customers about concerns with products or services to resolve problems and drive first call resolution Built long-term, loyal customer relations by providing top- notch service and detailed order, account and service information
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
Provided primary customer support to internal and external customers in fast-paced environment
Increased efficiency and performance by monitoring team member productivity and providing feedback
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
Cross-trained and provided back up for customer service managers
Enhanced productivity levels by anticipating needs and delivering outstanding support
Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Performed data entry with SalesForce to record call notes, inventory transfers, inventory adjustments and invoice payments
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly