Cotcheta Taylor

• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Provided exceptional client support, addressing inquiries and resolving issues efficiently.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Mentored junior agents, fostering skill development and knowledge sharing within the team. Occasionally assisted in new hire training classes.

• Provided excellent customer service through effective communication and problem-solving skills. Sold flights, hotels, car rentals and travel insurance.
• Processed customer inquiries and resolved issues in a timely manner, enhancing client satisfaction.
• Trained new agents and delivered product knowledge sessions and provided coaching and development to team members.
• Supported real-time operations with scheduling, adherence monitoring and reporting. Processed schedule changes, shift trades, and vacation requests.

• Provided ongoing coaching and floor support to new team members, improving call accuracy and overall service quality.
• Supported customer retention by assisting with plan upgrades, add-ons and account changes contributing to monthly sales and service targets.
• Trained new hires on SGI & V21systems, compliance procedures and call handling standards.
• Accurately documented all customer interactions for compliance.
• Assisted in overflow of call volume, resolving billing, service and technical issues while maintain strong customer satisfaction.