Mike Geraci: Customer Relations Team Lead in Torrance, CA

Oversee and lead the Customer Relations department to develop and grow relationships with existing customers Implement and improve internal processes resulting in higher efficiency and a reduction in errors Work closely with members of the management team, as well as other departments, to ensure a positive customer experience General customer relations duties including taking inbound/making outbound calls, order processing, RMA processing, invoicing, receivables, collections, coordinating shipping, account maintenance, and responding to general customer inquiries

Assist students to make an informed tuition investment decision by providing accurate, helpful Student Finance advice Serve as the single point of contact for all Student Finance issues (e.g., financial aid, payment plans, billing issues, etc.) Increases student satisfaction and retention by providing proactive tuition investment and student finance support to an assigned portfolio of students

Facilitated training and development of new employees to excel as excellent customer service representatives Re-trained current employees to encourage continual improvement and growth Oversaw live call center operations to establish areas of customer service development and implement changes to improve productivity and quality of call center Monitored and coached 20 customer service representatives to achieve metric goals Assessed complex situations and formulated solutions to resolve escalated issues Enhanced and led quality customer service for clients