Ebony santoyo: Customer Support Lead

Oversaw and assessed customer service staff activities, and provided them with regular performance related feedback boosting customer satisfaction rates ? Assisted with the development of service policies and implemented them with staff and customers ? Supervised returns, exchanges, and voids ? Prepared knowledge-based documents such as Standard Operating Procedures and published FAQs ? Managed and published customer Q & A's and product reviews for our lead website ? Acted as the liaison between customer care and digital teams to improve CRM across all brands

? Headed new hire training protocols and brand/product education and onboarded new employees ? Ensured excellent customer service and product experience to 500+ customers daily

? Integrated external buyers with sponsored brands ? Generated daily sales reports, analyzed data and oversaw accounts of private and public sponsors/investors ? Customized goods, services and perks to increase customer satisfaction to outside partners