Megan Kollock

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from customers.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the customer and the company.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Reduced call resolution time through efficient problem-solving and communication skills.
• Addressed customer account discrepancies and concerns.
• Detailed payment options and explained price, receipt and billing details to customers.
• Met customer call guidelines for service levels, handle time and productivity.

- Produced schedules in IEX/ Nice/ Kronos.

-Coded to meet AHT and schedule demands in IEX.

-Checked teams time cards and made adjustments as needed.

-Approved and Took PTO Request

-Kept head count and needed volume based on call volume to keep track of upcoming needed hiring number for projects.

-Kept daily, weekly and montly reports of agents AHT,Attendance, Call outs, Tech issues.

• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Increased team productivity by providing ongoing training and support to customer service representatives.

- Kept track of agents AHT

-Followed closely with supervisors to insure agents were productive and taking calls.

-Answered questions in live chat to help agents assist customers on phone calls.

-Sent in PTO request to RTA/Scheduler

-Met with Freedom Mortgage to give spreadsheets on agents call times and attendance.

• Coached new team members on service techniques and provided scoring through quality assurance program.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Escalated issues to proper supervisors when standard processes were not effective.
• Managed high-performing customer service team, consistently exceeding company performance benchmarks.
• Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
• Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
• Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
• Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
• Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
• Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
• Improved overall service desk performance by regularly reviewing calls and providing constructive feedback to colleagues.
• Maintained up-to-date knowledge of product and service changes.
• Responded proactively and positively to rapid change.