Experience

Stafford Communications Group

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Senior Account Manager

  • Jan 2013 - Present

  ~ Implemented new clients for my team, as well as aided implementations for new managers. ~ Consulted clients with a trustworthy and professional relationship, ensuring compliance with reports and information. ~ Created Standard Operating Procedures (SOPs), training presentations and reference manuals for each client based on Quality Assurance and Marketing needs and expectations. ~ Managed 10-20 representatives, enforcing the guidelines set forth by clients and Stafford. ~ Provided reporting to clients regarding quality measurements, reason code and phone/email trends and volumes.

• Product Knowledge Specialist

  • Oct 2010 - Jan 2014

  ~ Educated consumers on various fragrance and cosmetic brands, via inbound phone calls and emails regarding quality complaints, product availability, promotions, usage, ingredients and marketing inquiries. ~ Documented consumer information in Customer Relationship Management database in order to recognize trends, measure consumer demand and assure quality of products. ~ Conducted Contacts Review daily to ensure teammates were responding to consumers in the correct manner and assessing edits with representatives to avoid error in the future. ~ Handled scheduling for six customer service teams and reviewed weekly reports to QA the teams progress in order to meet goals set by the client.



Premiere Response

• United States
• Consumer Services
• 100 - 200 Employee

• Customer Service Representative

  • Apr 2010 - Oct 2010

  ~ Interfaced with consumers regarding their skincare regime, on the phone concerning product usage, adverse reactions, pricing and delivery dates. ~ Processed consumer interaction in Customer Relationship Management (CRM) system, as well as packaged and shipped complimentary products to eligible customers. ~ Interfaced with consumers regarding their skincare regime, on the phone concerning product usage, adverse reactions, pricing and delivery dates. ~ Processed consumer interaction in Customer Relationship Management (CRM) system, as well as packaged and shipped complimentary products to eligible customers.