Reanna

Provide high-quality customer support through phone email and chat while resolving complex inquiries and maintaining a customer satisfaction rate above 90%

• Utilize CRM tools like Salesforce and Service Hub to document interactions manage escalations and track resolution metrics ensuring accountability and efficiency

• Handle escalated Adidas customer concerns with professionalism using empathy and de-escalation techniques to protect brand loyalty and customer trust

• Collaborate with cross-functional teams to identify recurring issues and implement process improvements leading to reduced response times and higher satisfaction scores

• Generated and qualified over 5000 leads through outbound calls and follow-ups converting a high percentage into enrolled Medicare clients

• Consistently met and exceeded key KPIs including daily call goals of 80+ and monthly sales targets by building trust and engaging customers with clear communication

• Educated clients on Medicare plan options ensuring compliance with company policies and industry guidelines while providing personalized support

• Used CRM tools to track leads monitor performance metrics and improve follow-ups that strengthened customer relationships and boosted conversions