Kevin - Customer Loyalty Specialist at SUPPORT SERVICES GROUP

Skilled in handling customer inquiries, resolving issues, and ensuring a positive customer experience.

Proficient in identifying issues and developing effective solutions in fast-paced environments.

Strong active listening and empathetic communication to understand and address customer needs.

Experience in utilizing customer relationship management software to enhance service delivery.

Assist the SSG Loyalty Team in day-to-day operations as it relates to retaining the existing customer base and processing customer cancellation requests, and deactivations., Manage inbound calls with efficiency and courtesy., Follow conversation prompts and scripts when handling different topics to retain the customer., Identify customers’ needs; clarify their information; research their issues; and then provide solutions and/or alternatives to solve their problems.

Identified problems and searched for solutions to offer answers to questions from customers through web tickets and phone inquiries., Were aware of current procedures to offer accurate information., Correctly documented the database using the given tools to keep track of customers' requests through data entry., Met established individual and team performance targets, including customer service, productivity, and quality standards., Follow up on the customer's issue until is solved such as requests, payments, transactions, information changes, or any other issue addressed by the customer., Performed any other tasks related to DocuSign such as troubleshooting steps, billing, and confidential customer information.