Customer Service Support

Mellen Kahsay

240-***-**** **************@*****.***

SUMMARY

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

SKILLS

● Handling Escalations

● Problem-Solving

● Team Building and Leadership

● Call Center Operations

● Conflict Resolution Techniques

EXPERIENCE

● Hiring and Training

● Scheduling and Coordinating

● Microsoft Office

● Salesforce

● CRM Software

Customer Service Manager (Remote),Intelice Solutions, August 2020-Current

● Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

● Upheld quality control policies and procedures to increase customer satisfaction. ● Maintained a high level of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy.

● Handled escalated service issues, customer survey responses and adherence concerns ● Established positive rapport with customers, managers and customer service team members to maintain a positive and successful work environment. Customer Support Manager, Progressive, March 2018-August 2020

● Spearheaded successful customer service division through strategic planning and analysis.

● Liaised with cross-functional departments to train customer support teams on products and services and troubleshooting techniques.

● Maintained a thorough understanding of all company products and services while educating and assisting customers during escalated calls

● Increased customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews with other members of the management team ● Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies.

● Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,

Customer Service Lead, United HealthCare February 2016-March 2017

● Trained new team members on proper service methods and evaluated service delivery using quality assurance programs.

● Led a team that averaged a 92% adherence

● Performed day to day scheduling, coaching, performance review. and customer call escalation

● Managed key account service, providing exceptional support to foster loyalty and retention.

● Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

EDUCATION AND TRAINING

Business Administration, Morgan State University, February 2014

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