Client Success Associate -Hybrid Remote

Other

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

*	Document customer correspondence in CRM to track requests, problems, and solutions.
*	Uphold quality control policies and procedures to increase customer satisfaction.
*	Resolve customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
*	Document and track all Leave of Absences, FMLA, STD, and Maternity leave as well as PTO.
*	Reorganize and revise standard operating procedures to streamline processes and improve communication and collaboration.

Dick's Sporting Goods
*	Interviewed, hired, and coordinated training of new team members.
*	Assisted in escalated customer problems via phone, email, and live chat.
*	Conducted regular call monitoring to ensure a superior client experience.
*	Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.
*	Executed and developed methods to obtain post-production product feedback from customers.
*	Communicated performance expectations and monitored performance plans.

Customer Service Supervisor

*	Answered inbound calls and emails to facilitate customer service.
*	Processed orders for testing, validated information in the Laboratory Management System
*	Communicated test results to nurses and doctors.
*	Participated in project meetings and helped create new processes and procedures.
*	Managed database of patient information and frequently used computerized systems to track details.

Laboratory Specialist

*	Interviewed, hired, and coordinated training of new team members.
*	Assisted in escalated customer problems.
*	Streamlined shrink management program. Increasing awareness and lowered shrink.
*	Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
*	Participated in project meetings, created new processes and procedures, and trained agents accordingly.

Loss Prevention Led Investigator

*	Answered inbound calls, chats, and emails to facilitate customer service.
*	Fielded customer complaints and queries, fast-tracking for problem resolution.
*	Communicated performance expectations and monitored performance plans.
*	Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
*	Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative/Lead

Find out detailed information about Caitlin Fearns, Client Success Associate -Hybrid Remote 

Caitlin Fearns: Client Success Associate -Hybrid Remote

Caitlin Fearns