At Pearson, I responded to customer inquiries across multiple channels and achieved a 98% resolution rate within the first contact.
I ran phone engagement campaigns that increased customer participation by 25% and strengthened customer relationships. I also conducted remote training sessions for caretakers and students on product features.
I developed support materials and user guides that reduced inquiries about common issues by 25%. I maintained accurate records for 500 customer interactions monthly.
Through targeted follow-up campaigns and personalized outreach, I increased customer retention by 18%. I was recognized with the annual Employee Excellence Award for customer service and problem-solving.
