Experts Exchange,LLC

Title: Technical Support Escalations Team Lead

Location: San Luis Obispo, CA

Start Date: March 2008

End Date: November 2012

Duties:

• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

• Established and oversaw key performance indicators (KPIs) for a team of 10 call center associates including first

  call resolution, disconnect rates, and customer retention.

• Fine-tuned associates’ soft skills including verbal and written communications, client engagement, sales delivery, and relationship building.

• Created clear and effective policies governing all aspects of employee work and interaction with customers.