Cassandra Morgan
Working Solutions
Littleton
9
years of professional experience
Dynamic call center manager with a proven track record in enhancing client satisfaction and retention. Skilled in team leadership, effective communication, and process improvements to drive operational excellence.
Work History
Customer Service Representative Manager
8 Years 9 Months- Led customer service team to enhance client satisfaction and retention strategies.
- Coordinated comprehensive response strategies for BBB complaints, maintaining alignment with company policies and leadership directives.
- Implemented quality assurance measures to improve response time and accuracy in communications.
- Analyzed customer feedback to identify trends and drive process improvements across teams.
- Established performance metrics for staff, promoting accountability and high standards of service.
- Mentored team members, fostering professional growth and enhancing their product knowledge.
- Oversaw scheduling and resource allocation to maintain optimal team performance during peak hours.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Diagnosed and resolved technical issues related to online products and applications, facilitating improved user satisfaction and functionality.
- Conducted comprehensive investigations into product defects and prepared findings for team evaluation.
- Investigated and responded to BBB complaints, ensuring customer satisfaction and loyalty.
- Increased customer retention rates through proactive outreach efforts and personalized follow-upss.
- Directed operations of 50 tier 2 agents, facilitating effective problem resolution for tier 1 agents and enhancing overall customer satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Associate of Science - General Education
Skills
Call center management
Complaint handling
Escalation management
Advanced Case Management
Satisfaction metrics
Continuous improvement
Issue resolution
Client service
Product troubleshooting
Tech support
Call center experience
Inbound and outbound calls
Live chat support
Email management
Service level agreements
Team leadership
Teamwork and collaboration
Time management
Organizational skills
Multitasking
Attention to detail
Active listening
Communication skills
Decision-making
Complex problem-solving
Relationship building
Complex problem-solving
Service level agreements
Timeline
Customer Service Representative Manager
Working Solutions
11.2017 - CurrentRead More
Red Rocks Community College
Associate of Science from General Education
Read More