Championed process improvements by collecting and analyzing client feedback, implementing actionable solutions to enhance B2B customer experiences and streamline ongoing support operations. Streamlined onboarding processes by integrating client-specific requirements and customizing training resources, which elevated partner satisfaction and improved account retention rates. Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings. Cross-trained and backed up other customer service managers.

Resolved complex customer inquiries by leveraging in-depth product knowledge and collaborating with cross-functional teams, consistently achieving high satisfaction scores. Educated customers on service options and account features, ensuring accurate information delivery and fostering positive client relationships. Identified and resolved discrepancies and errors in customer accounts.