Kevin

- Led and supported a high-performing team of agents, ensuring exceptional customer service delivery across multiple support channels.

- Coached team members and contributed to performance management through regular feedback, mentoring, and quality assurance initiatives.

- Conducted weekly evaluations of quality and productivity to maintain service standards and identify areas for continuous improvement.

- Maintained consistent and transparent communication across teams and leadership to ensure alignment on updates, changes, and key initiatives.

- Fostered a culture of collaboration and innovation by partnering with leadership peers to support team development and drive operational excellence.

- Successfully managed over 100 support tickets daily, maintaining a 4.8/5 satisfaction rating through effective communication and issue resolution.

- Responded to customers' feedback, addressed technical glitches, and collaborated with internal teams to resolve complex issues efficiently.

- Achieved a 15% reduction in escalated ticket-related cases within two months by creating a streamlined troubleshooting process that improved first-contact resolution (FCR) rates.

- Led a team of five (5) reps in providing top-tier support for high-demand events, resolving ticket-related issues such as booking errors, payment problems, and event updates.

- Proactively identified customer needs and offered tailored solutions to enhance satisfaction.

- Successfully resolved complex customer issues, demonstrating strong problem-solving skills.

- Trained over ten (10) new customer service reps, improving overall team efficiency and adherence to company protocols.

- Handled escalated issues and resolved 90% of complex customer complaints.

- Monitored and evaluated over 100 customer service interactions weekly, ensuring adherence to company standards and regulatory requirements.

- Collaborated with management to create training materials and workshops based on quality assessment findings, leading to improved agent performance and retention.

- Prepared detailed reports and presentations on quality assurance metrics for leadership, facilitating data-driven decision-making.

- Developed performance evaluation templates and provided actionable feedback to agents based on call quality and customer satisfaction metrics.

- Successfully managed over 50 inbound inquiries daily, resolving customer concerns and providing expert guidance on Kindles and general products

- Consistently exceeded customer expectations by delivering exceptional service and building strong relationships

- Contributed to process improvements and team development to enhance overall customer satisfaction.

- Boosted customer satisfaction ratings by 10% and increased customer loyalty through personalized follow-up communication.