Kimberly Baptista

Write service , Dispatch work orders to technicians

Customer service

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
• Coordinated staff schedules to maintain optimal coverage during peak service hours.
• Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
• Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
• Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
• Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
• Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
• Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
• Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
• Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
• Ensured consistent delivery of high-quality service by regularly reviewing call recordings and providing targeted coaching for staff development.
• Created and reviewed invoices to confirm accuracy.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.