At SURETREE SYSTEMS, I lead day-to-day customer service operations and manage escalated cases from first contact through resolution. I work to protect customer relationships while maintaining company standards.
I monitor response time, first-contact resolution, customer satisfaction, and complaint turnaround. I also coach customer service staff on CRM usage, service recovery, and escalation procedures.
I improved customer satisfaction from 84% to 92% by introducing structured follow-up and service-recovery practices. Better case prioritization and cross-team coordination reduced average complaint resolution time by 4%.
I partner with Sales, Operations, Finance, and Technical teams to address recurring service issues. I use customer feedback and service data to identify process gaps and recommend practical improvements.
