Nancy Liebscher

Provided comprehensive support to tenants and landlords, managing booking adjustments, invoice corrections, and handling cancellations and refunds. Mediated in escalation cases and monitored payment defaults and disputes.

Trained agents on call handling and complex case resolution, identifying and reporting performance gaps. Monitored and analyzed agent performance and communications to ensure quality assurance and continuous improvement.

Coached and mentored ISRs and Lead Gen reps, ensuring quality results aligned with sales targets. Created training materials focused on sales skills, upselling, and objection handling.

Led and managed a team of up to 15 agents, ensuring customer objectives and SLA targets were met. Monitored and reported team performance, providing weekly feedback to improve and motivate agents.

Led a team of up to 70 agents and 4 Team Leaders, ensuring client objectives and service requirements were met. Analyzed and reported metrics to project management and clients, presenting results in weekly business review meetings.

Led a team of up to 20 agents, ensuring high customer satisfaction and reviewing daily performance. Conducted 1-2-1s to assess areas for improvement and implemented personal improvement plans.

Provided chat sales support and customer service, ensuring closure of sales. Assisted customers through online chat channels.

Provided phone service support, handling sales and customer service inquiries. Resolved customer queries through calls and cases.

Completed secondary education at Gymnasium Siegesstrasse in Wuppertal. The curriculum likely focused on a broad range of subjects to prepare students for higher education.