violetchebon 49375
About Candidate
Lead, trained, and mentored customer service representatives to deliver high-quality service
• Monitored KPIs and SLAs to ensure achievement of performance targets
• Implemented customer service policies, procedures, and process improvements
• Conducted real-time performance coaching and productivity monitoring
• Generated performance and customer satisfaction reports for management review
• Delivered daily customer insights to product and marketing teams (Voice of Customer)
• Managed service recovery processes to resolve escalated complaints effectively
• Collaborated with sales, operations, and product teams to address systemic issues
• Identified operational risks and implemented mitigation strategies for service gaps
• Maintained accurate CRM records and documentation for audit and compliance purposes
