Madiyeh Kappaya

• Created and executed a 6 month project focusing on updating the customer facing knowledge base website. Worked with stakeholders from three different departments to successfully relaunch a more user friendly experience. This resulted in a 20% successfully diversion of customer inquiries.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations for a team of 20 direct reports.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality while also investigating and solving customer complaints.

Product Knowledge, Adaptability, Organizational Skills, Active Listening, Conflict Resolution

• Helped agents resolve issues with systems, hardware and general knowledge gaps quickly and accurately. Often, having to make decisions quickly, with or without complete information, under tight deadlines and pressure. Handling over 60 inquiries daily.
• Identified team weak points and implemented corrective actions to resolve concerns by providing coaching to address inefficiencies.
• Proven history of resolving complicated or escalated customer complaints. Positively contributing to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.

• Communicated with over 200 customers weekly through phone, email, chat and social media
• Skilled multitasker with experience using Zendesk, Salesforce, Confluence and Jira to optimally manage and process support actions and requests
• Recognized as a top performer amongst the Customer Service team and has helped colleagues through the shadow/training program
• Volunteered to test new product offerings and services prior to release to assist development team in bug identification

Communication, Scheduling, Inventory Management, Staff Training, Customer Relations

• Driving sales through the implementation of client service campaigns and programs to build rapport in the community by organizing weekly social events tailored to guest interests.
• Developing and maintaining a consistent standard for client excellence while managing 50 staff.
• Managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations