deborah pleasant

Exceeded sales expectation in a demanding, fast paced environment while providing superior customer service. Required to pass quarterly Operations Audits which focused on inventory procedures, cash controls, safety and security standards, and HR process and procedures. Appointed position of Store Merchandising Expert.

Worked with various age groups of children 1-5 on developing age appropriate skills.

Responsible for reviewing and scoring selected amount of calls per week on CSR reps. Excelled at providing detailed coaching notes to assist in improving the rep and customer experience. Chosen by Director for special projects related to improving the quality process, researching mistreat of customers, and conducting coaching sessions with lower performing representatives. Lead weekly calibrations with supervisors for quality flow and control.

Responsible for assisting multiple clients daily with installation requests, billing questions, and general account concerns. Diffuse difficult situations and obtain excellent customer service satisfaction. Selected as one of four reps for a pilot group to successfully restructure and improve the responsibilities of Customer Service Department. Chosen to mentor new hires and train systems as well as call flow. Recognized for excellent coaching abilities and perfect attendance.

Responsible for leading a team of 15 representatives to exceed sales goals, call quality, and other KPI’s. Proficient with services, products, and systems and relaying that knowledge to my team as well as new hires. Comfortable in a constantly changing and sometimes stressful environment. Able to de-escalate irate customers and handle unresolved account issues