Shania

- Responded to telephone inquiries and complaints, promptly resolving problems on customer accounts while maintaining an average of 90% in key performance indicators.

- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

- Addressed customers courteously using suitable methods and problem-solving skills.

- Mentored and coached team members on QA topics and strategies, maintaining a base-level of 90% accuracy.

- Analyzed quality assurance processes and performance trends to provide recommendations and action plans for improvement.

- Facilitated training sessions on QA processes for new team members, enhancing overall team performance.

- Managed and qualified over 100 inbound leads daily, ensuring timely follow-up for sales opportunities and converting interest into products.

- Developed targeted outreach strategies and crafted persuasive sales pitches to engage potential clients and promote services.

- Deliver exceptional customer support via phone, email, and live chat, fostering long-term client relationships; managing over 50 inquiries daily.

- Assess and manage inbound inquiries and design requests, coordinating with sales and design teams to ensure timely resolution.

- Oversee the design workflow (revisions, QA, approvals, uploads), implementing process improvements that enhanced efficiency and consistency, reducing revision cycles by 60% and improving project turnaround.

- Maintain and update customer records in HubSpot CRM and tracked tickets, ensuring seamless communication flow.