I am hard working, dependable and quick to learn anything new that can be thrown at me! Just make sure it's not a heavy physical object.
Oh, I'm also pretty great with phone support, building phenomenal support staff and writing just about anything from romance books to encyclopedias. This does not include third-person summaries.
Agent Training: Handled training for new inbound agent staff, including call monitoring, interviews and SME (Subject Matter Expert) for all phone support agents.
Training Documents: Prepared and curated training documents and tools for agent success. Worked closely with operations staff to outline agent goals, content writing and meeting metric needs.
Refunds: Scheduled, organized and ran reporting for all refund requests, keeping with needed income vs expense goals set by operations.
Social Media: Handled all social media complaints and requests, providing customer refunds or solutions for issues/bad experiences.
Management: Held coachings with all agent staff to assist with any improvements in productivity.
Reporting: Built metric data based on agent calls, AHT data and number of refunds being processed and average waiting period per case. Moved average waiting time from 30 days to 8.
