Framingham, Massachusetts, United States
Experienced Customer Care Team Lead with a demonstrated history of working in the computer software industry. Skilled in Microsoft Excel Coaching, Sales, Management, and Teamwork. Strong support professional with a Bachelor's Degree focused in Economics from University of Massachusetts Boston.
Oversee daily activity for the Customer Care Department Responsible for attaining department service levels Provide insight on improving operations for internal teams and external customers Provide daily reports to management regarding departmental service levels Point of escalation for customer complaints or praises Develop and coordinate trainings for department to ensure best skills and knowledge are being applied to the job, including creating materials, scheduling, and tracking Communicate solutions, successes, and opportunities to Management
• Go to Resource for management and co-workers • Assist Management in detecting potential trends and areas for improvement via analytics and reporting • Provide solutions to a team of 70-90 Representatives on product related questions • Conduct product and process specific trainings for 5-15 Representatives at a time • Coach Representatives on handling difficult conversations through inbound calls and online channels • Communicate with customers through inbound calls and online channels • Handle 40-60 inquires on a daily basis • Sell Saas products based on the customers wants and needs • Effectively interact with users of all technical skill levels to assess severity level and define, research, and resolve issues and questions quickly and accurately
• Interacted professionally with upper level management, staff, and members • Accurately handled monthly budget for Aquatic Department • Oversaw daily schedule and responsible for event planning • Responsible for the maintenance of the Aquatic Department • Supervised entire staff • Collaborated with suppliers to coordinate inventory purchases on a need basis