Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.
- Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
- Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
- Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.