dianny forchue

• Own end-to-end CS strategy for a fully remote team of 47+ agents and 3 senior leads, including hiring, onboarding, training, and performance management design.
• Built and led a Refund Reduction Strategy that cut refund requests by 46%, using Amazon systems and Quicksight dashboards to drive data-informed decisions.
• Grew monthly upselling/cross-selling revenue 233% (€30K → €100K) by redesignin

- Implement effective onboarding processes for new customers, ensuring a seamless transition and a solid foundation for their success.
- Conduct initial training sessions and demonstrations tailored to customer needs, promoting a deep understanding of our product features and capabilities.
- Develop customized onboarding materials and resources in both Italian and English.
- Maintain clear, consis

- Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping the sales team with upsells and renewals.
- Develop and maintain durable relationships at all levels within the customer organization
- Develop technical proficiency with all solutions
- Partner with sales by identifying new business opportunities for expand

- keep track of meaningful data.
- Receive and process product or delivery orders.
- Rank calls in order of urgency and significance.
- Send personnel, trucks, or other field units to appropriate areas by email, phone, or chat.
- Monitor field unit routes and status to coordinate and prioritize their schedule.
- Inform field units about orders, traffic, impediments, and requirements.

pregnancy

- Answer 50 incoming daily bilingual's calls with the goal of retaining a minimum of 52% of the customers that call to cancel various products. Building Brand value to show the customer how the products will serve their needs.
- Educate customers on client products using soft skills such as active listening, rapport building, effective probing, empathy, and exceptional communication skills to enco

- Screen, direct, and distribute correspondence among the 3 manager secretaries in a timely and accurate manner
- Track weekly expenses and prepare weekly, monthly or quarterly reports.
- Oversee performance of 5 staff members and acting as office manager by keeping office supplies inventory with more than 20 products up to date by formatting information for internal and external communication suc

- Regularly oversees and mentors 15 subordinate employees to ensure efficient performance, goals, and coaching.
- Facilitates daily agent coaching and development sessions in both written and verbal format.
- Participates in 3 weekly client related activities ensure project planning.
- Daily Identify and address agent training needs.
- Manage program specific performance standards (i.e. AHT, 85% Q

- Troubleshoot the customer's cellphone over the phone, email, online chat, or social media.
- Aids in the installation of Android software on Macs and Windows computers.
- Device support for customers remotely.
- Educate customer about compatibily between android, windows and Mac devices
- Configuring Email on Laptops, Cell Phones, and Tablets
Data backup technical support

- Handle over 40 daily calls risolving them successfully and/or possible processing of credit card authorizations in no more than 15 minutes.
- Perform account optimization across multiple CRM and credit systems.
- Calmly attempts to resolve and de-escalate any issues with 90% customer's satisfaction.
- Tracks call-related information for auditing and weekly reporting purposes.
- Provides feedback