• Promptly answered up to 50 calls per shift within company goal of 5 seconds with a 98% success rate. • Consistently met and maintained target KPIs, including response time and customer satisfaction ratings. • Resolved customer complaints by investigating problems, developing solutions, and making recommendations to management.

• Facilitated intuitive customer navigation, offering direct access to detailed instructions & step-by-step guidance through the company website/mobile app resulting in a 25% boost in usage. • Developed key performance indicators (KPIs) and implemented corrective actions based on metrics analysis to improve overall productivity by 30%. • Achieved 95% accuracy rate in the documentation of customer data into CRM for comprehensive tracking of requests, problems, and solutions.