Caroline Meyers

• Led a team of 15 Smart Home Security Loyalty and Retention agents
• Evaluated employee performance and coached team members, increasing quality of work and achieving and exceeding save rate targets
• Led employee relations through effective open communication, weekly coaching, training, and development.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition, and transparent communication practices.
• Attended weekly management, outlier and various other meetings centered around save rates, customer satisfaction and employee engagement
• Effectively handled customer complaints and escalations and maintained a professional demeanor by staying calm and being empathetic when dealing with unhappy or angry customers.

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• Led a team of 17 team members
• Evaluated employee performance and coached team members, increasing quality of work .
• Led employee relations through effective communication, weekly coaching, training, and development.
• Assisted Executive Escalations Teams to investigate and efficiently resolve customer issues
• Worked closely with cross functional teams across the organization to manage customer needs
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Worked with HR to interview potential new employees and assisted the training team to co-ordinate mentoring to promote positive feedback and engagement.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Led a team of 20 customer service agents comprised of both billing and technical support team members
• Evaluated employee performance and conveyed constructive feedback to improve skills through regular collaborative coaching sessions.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Worked closely with Executive Escalations to handle, investigate and resolve customer complaints

• Led a combined billing team of agents working in Calgary and Mississauga
• Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
• Maintained an open door policy to assist with agent inquires, issues and provide advise
• Handled live escalations and quickly and efficiently resolved issues by collaborating with cross functional team across the organization
• Assisted with interviewing and organizing training of new team members
• Promoted customer-centric approach to increase customer satisfaction and retain customer base
• Reduced turnover rates by providing regular feedback and maintaining a strong support system for team members.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Provided tier 1 collections assistance
• Resolved customer issues regarding billing, service call and install disputes
• Worked closely with other teams across the organization to quickly fix customer concerns
• Updated payment information
• Other adhoc duties as assigned

• Responsible for generating sales via outbound calls, meeting and road trips
• Headed up client projects to ensure smooth transition from initial client request to delivery of product.
• Submitted art proof and estimate requests to other teams to provide to clients for their approval
• Received inbound calls from clients looking to place orders, track shipments and looking for quotes.
• Entered sales orders in to CRM once ready and ensure all coding requirements, shipping locations and all necessary information was complete so that the product was produced and shipped in a timely fashion
• Acted as a liaison between accounting and clients if additional information was required
• Attended weekly sales meetings between sales team and management to discuss targets and goals and to brainstorm new ways to generate sales
• Ensured all client records were up to date with all pertinent information
• Mentored and assisted in training of new team members

• Received inbound calls from clients looking to place orders, request estimates or looking for art proofs to be produced
• Assisted the sales team with putting together quotes and forwarding them to the clients and then entering the order in to CRM once ready to be submitted to production
• Investigated shipping issues.
• Effectively resolved client conflicts with diplomacy and professionalism, preserving valuable business relationships.
• Ensured all billing and coding requirements were met and contacted clients for additional information if necessary.
• Headed up the onboarding and training of new team members.
• Mentored new team members through out their first year when questions and concerns arose.
• Assisted colleagues with order writing and submission to production team within specified time frames
• Provided coverage for team members during vactions