Customer Service Manager

Consistently exceeded goal metrics by 20% every month provided by company
Increased overall studio conversion through the creation of scripts and PowerPoint presentations to effectively communicate the company’s vision and all details of treatment
Increased studio sales by 50% through B2B sales and client follow up through the use of several CRM platforms (Eliza, Growth express, Zendesk)
Performed new patient exams and diagnostics required for treatment (Panoramics, Scans w/ Itero, & Photos)
Use of Google Suite applications (Outlook, Teams)
Adapted to startup environment changes and challenges to maintain the growth of the business

Interact with customers via phone, receiving inbound calls and outbound calls
Rapidly assimilated a range of complex information and made decisions based on documented procedures to accurately respond to escalated complaints with compassion and provide an empathetic resolution.
Navigating through various systems (Salesforce, Carma & Slack) and notating accounts accordingly
Accurately identified root cause and follow through with remediation and/or process improvement recommendations based on documented procedures.
Partnered with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements based on documented procedures.
Effectively handled competing demands ensuring key priorities and deadlines are met through organization and time management.
Utilized effective de-escalation skills to create exceptional customer experiences.
Single point of contact on countless executive resolution cases providing optimal resolutions for escalated customers
Wrap-up times under 5 minutes and continuous productivity over 80%

Delivered implementation appointments for customers
Converted over 80% of patients taken consistently
Able to apply knowledge of financing to appointments to clearly express payment options to customers and providing quotes.
Direct sales floor activities, ensuring excellence in customer service and resolving store-level problems
Supported sales floor by implementing process improvements while in an appointment
Performed administrative duties (uploading scans, updating spreadsheets, appointment rubrics , and looking over completed appointments)
Educated customers about treatment and company vision through the use of an ipad , slideshow and script.
Applied strategies that increased overall conversion by 30%
Finished as the top studio in the company in several competitions due to conversion and sales

Assume managerial duties in the absence of the Store Manager/Associate Store Manager, including store opening/closing, upholding visual brand standards, maintaining safe working conditions , and facilities maintenance.
Enacted marketing campaign initiatives from HQ in sales force to active prospects in pipeline
Help lead and advise associate teams on the sales floor with a goal-driven approach.
Lead by example and contribute to a culture of ownership, continuous improvement, and goal achievement.
Maintain training standards on the sales floor; ensure the team has both product and systems expertise.
Help find ways to improve store operations and improve overall customer experience.
Ensure that the product and promotion schedule is in line with casper.com and help implement any initiatives from Casper HQ.
Follow up with prospects through salesforce to convert them into customers
Tracked customers progress through salesforce to assist customers through their sales journey
Oversee inventory management. Inform all associates of product levels & shortages and assist the leadership team in cycle counts and replenishment process.

Coached and developed sales associates in assessing customer needs and problem-solving
Completed accurate paperwork and transactions according to company policies and procedures
Increased product sales by $50,000 over the expected target amount for the opening year of 2018
Maintained visual standards for the entire Atlanta market as the lead Visual Merchandiser
Worked with the store management team to plan and execute development and business plans to improve store operations
Interacted with customers to problem solve issues, assisted in the sales process, and ensured an outstanding customer experience