Chad Coles: Customer Service Manager in Farmington, UT

Progressive supervisory and management responsibilities including: employee training, adherence, efficiency and overall customer satisfaction. • Increased the company’s resale conversion stick rate percentage from 18% to 48% on a monthly basis, which increased the revenue by one million dollars per year. • Developed and helped draft an attendance policy for the Customer Solutions Department. • Worked closely with the QA Department to develop a QA form for the Customer Solutions Department. • Worked cross-functionally to develop and document the Customer Solutions Policy and Procedure manual utilizing ISO9000 standards, and then trained the existing and new associates on the policies and procedures. • Led the roll-out of a new project from the planning stages. • Was the original Team Leader for our Customer Retention department which saw growth of nearly 600% in about one year’s time. • Responsible for all refunds for the company that are post 3-day right of rescission. o Maintain post 3-day refund rates below 2% o Contact customer and work with them to resolve concerns and recommit them to coaching, and work with management to minimize future complaints. o Work with various states Attorney General offices and Better Business Bureau on escalated complaints. • Responsible for collections for the company