Demoy Morgan

Mentored and trained new Account Representatives, resulting in a decrease in client escalations and improved team performance. Developed macros and sustainable workflows that cut agent response time by more than 25%, which resulted in increased productivity. Streamlined communication and increased efficiency by updating the CRM and providing account managers with timely client updates.

Streamlined client experience by creating macros and updating outdated policies, resulting in increased productivity. Improved customer satisfaction and maintained perfect NPS scores through prompt and effective responses via chat, email, and phone inquiries. Provided exceptional mentorship and training to new agents, resulting in a seamless integration to the team.

Successfully closed 150+ auxiliary sales, resulting in increased revenue and customer loyalty. Provided troubleshooting solutions and advice to 400+ customers via chat, while averaging an 89% resolution rate backed by NPS scores. Advocated for customers by providing tailored recommendations and workarounds, leading to a reduction in customer frustrations and improved product feature implementation

Improved quality standards by participating in the design of monitoring formats. Monitored and assessed chat and email interactions, resulting in an improvement in Quality Assurance and auditing quality standards for the assigned team. Exceeded expectations by scoring perfect QA scores for 4 consecutive coaching periods, demonstrating exceptional attention to detail and quality assurance skills.

Reduced average call handling time by 20% through effective problem-solving, resulting in improved customer satisfaction. Streamlined customer support process by accurately updating accounts daily, resulting in improved efficiency and productivity. Collaborated with relevant departments to resolve complex issues, resulting in a decrease in customer complaints.

Mentored and assisted new agents, resulting in improved performance and reduced time needed between nesting and production. Increased agent performance and consistency by implementing a new coaching method. Promoted from an Agent to a Supervisor in recognition of consistently exceeding performance metrics and providing exceptional customer service.

Provided comprehensive information to over 500 customers, enhancing their knowledge of company services and increasing sales. Successfully completed upselling opportunities, resulting in improved customer engagement and loyalty. Advocated for customers by providing tailored recommendations and workarounds, leading to a reduction in customer frustrations and improved product feature implementation.