Virtual Service Representative
Dec 2013 －Present
Virtual Service Representative (12/13-present):
Resolve every customer call with service excellence.
Research and answer all questions without giving direct tax advice.
Meet and exceed all metrics including NPS customer surveys.
Delight the customer's with the ideal call model.
Field Team Supervisor
Aug 2009 －Aug 2011
Provide customer service excellence while assisting all guests.
Familiar with Microsoft word and Outlook.
Resolve all technical issues with effective and efficient troubleshooting steps.
Meet and exceed all metrics including NPS customer surveys and sales.
Provide coverage for stores in need of headcount.
Oversee management duties while Supervisor is off duty.
Seamlessly adapt to changes in products and procedures.
Field Team Supervisor ):
Prepare and provide on time all management duties including: Monthly team schedule, weekly coaching sessions, disciplinary actions, weekly store and manager meetings, weekly audits, time management including overtime offsetting and weekly employee approvals.
Frequent use of Microsoft excel.
Ensure team is meeting or exceeding all metrics.
Perform exit interviews with customers for service excellence feedback.
Keep technical team up to date on all new procedures, products, and services.
Train all new employees in store.
Work with Verizon management one on one to meet all client needs.