I have previous experience in call center, chat and calls, 7+ years. I've worked with LivePerson, which is a similar app.
Leading and supervising a team to ensure they offer the best service, knowledge and assistance to clients while complying with other duties as assigned. Ensuring all clients inquiries are attended to; plans or arrangements the client intends to make; collaborating with local and global company in order to ensure a great customer experience. Always leading the team and working with upper management to generate morale-booster programs.
♦ Increased sales and retention volumes by an average of 25%, presentations quality scores of 9/10. Call handling (Supervisor calls, supervising conferences of clients with team members, conferences with the project’s client) Chat handling & Email handling (assistance for supervisor chats, up-selling, retention, technical support, developing).
♦ Developed a successful relationship with the project’s client in order to improve our productivity for higher results and less time consuming by developing master excel reports for sales/up-selling, retention, billing, newest clients targets.
♦ Helped clients successfully integrate the product with their digital business. Evaluated and analyzed their digital business data reports in order to help growth by “pointing out windows of opportunities” and assigning the corresponding specialist to follow up (On-Boarding).