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Experienced Customer Service Analyst who has extensive call center experience and a passion for helping people. Adept at utilizing computer productivity software helping to develop a sense of teamwork in a group and improving repeat sales with good customer service practices. Specializes in developing customer service policy and improving customer service team morale.
- Motivated to succeed
- Works alone or in a team
- Can develop metrics
- Proficient in telephone Internet and in-person customer service
- Excellent written skills
- Technical support skills
- Sales experience
- Trained call center employees on specifications for new customers.
- Developed set of metrics used to gauge employee performance.
- Worked closely with customer service associates on handling problem clients.
- Responsible for changes in customer service policies that resulted in an increase of 20 percent in repeat business.
- Responsible for developing metrics that would be used as part of associates’ annual review.
- Developed training classes designed at maintaining strong morale in the customer service group.
- Developed dynamic manual on how to handle irate and overwhelmingly angry customers.
- Created spreadsheets that were used to compare time of each call with the amount of calls taken by associates.
- Helped human resources to develop job descriptions for various types of customer service positions.
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