At Community Coffee, I led the design, development, and launch of the company's B2B website to support customer access and online account management. I also developed SOPs and training presentations to standardize website processes.
In my current Senior B2B Customer Care Representative role, I manage 50 B2B customer accounts and resolve account, registration, login, and payment issues across service channels. I also review calls for quality and compliance, score calls for a team of 13 reps, and provide bi-weekly coaching.
Previously, as a Customer Care Representative at Community Coffee, I handled 150–200 inbound calls daily and supported commercial accounts with service requests and equipment troubleshooting. I also tracked customer complaints for quality assurance review.
At Soundview Communications, I supervised and trained a team of 10 customer service employees. I managed corporate accounts, reviewed financial transaction records, and monitored the ACD phone system through coaching.
