Customer Service Manager 04/2021 to Current
Tanager, Inc, Annapolis Junction, MD
- Supervised 12 customer support engineers in providing excellent customer service to callers requiring assistance for software deployments.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Identified opportunities for process improvements such as reducing downtime during deployments with thorough pre-implementation testing and validation protocols.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
