Customer Service Supervisor
Catalyzed stronger customer service by establishing relationships, policies, process improvements, and methodologies that boosted customer relations at each checkpoint.
- Guaranteed customer satisfaction by acting as key contact for issue resolution & customer advocacy.
- Created cross functionality in support of customer satisfaction by working with marketing, fulfilment, pricing, sales, product support, and executive staff departments/teams.
- Improved service delivery, customer outcomes, and cross-organization business performance by identifying root problem causes and long-term fixes & initiating improvement in high-impact areas.
- Drove performance by implementing/analyzing key metrics and dashboards.
- Salvaged 80% of product that would have been destroyed at loss by implementing commission-based compensation program that enabled specialists to earn $700-$1,050 in commission.
- Decreased call transfer rate from 45-15% by implementing training and other initiatives.
- Drove down call and order defects by 30% by developing Six Sigma whiteboard game.
- Reduced fraud by developing returns and claims procedures and creating Access databases that assisted with gathering, tracking, and reporting information.