Susan Edelstein

• Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common pain points.
• Managed team performance by setting clear objectives and providing constructive feedback.
• Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
• Developed strong relationships with vendors, securing timely deliveries and favorable terms.
• Championed the adoption of new technologies and tools that enhanced agent productivity and improved overall call quality.
• Streamlined communication channels between departments, facilitating smoother collaboration efforts across the organization.
• Established clear communication channels between agents, supervisors, and other departments for efficient problem-solving processes.
• Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Mentored and coached team members, fostering a supportive and collaborative work environment.
• Implemented ongoing training programs to ensure agents were well-equipped with up-to-date product knowledge and refined soft skills.
• Spearheaded the implementation of a new CRM system to improve data tracking and streamline customer interactions.
• Collaborated with cross-functional teams to develop strategies for improving overall call center performance.
• Reduced average call duration for increased efficiency and improved customer experience.
• Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
• Negotiated contracts with suppliers, reducing costs without compromising quality or delivery timelines.
• Reduced downtime by proactively identifying potential issues and addressing them before they escalated.
• Analyzed performance metrics to make data-driven decisions that improved overall operations efficiency.
• Conducted regular audits of company processes, implementing necessary changes to ensure compliance with industry standards.
• Established team priorities, maintained schedules and monitored performance.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Interacted well with customers to build connections and nurture relationships.
• Assisted in recruiting, hiring and training of team members.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Worked well in a team setting, providing support and guidance.
• Organized and detail-oriented with a strong work ethic.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Documented and detailed calls and complaints using call center's CRM database.
• Put together a strategic manual understanding "How To Be A Good Listener" The DO's and DON"TS
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Managed day-to-day business operations.

• Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
• Successfully navigated challenging economic conditions by making informed decisions that protected the business's financial stability.
• Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
• Expanded product offerings by researching market trends and identifying potential growth opportunities.
• Generated revenues yearly and effectively capitalized on industry growth.
• Streamlined operations to improve efficiency, enabling more time spent on strategic planning and decision-making.
• Developed and maintained strong client relationships, resulting in repeat business and referrals.
• Oversaw daily operations, ensuring team members completed all tasks accurately and efficiently.
• Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
• Consulted with customers to assess needs and propose optimal solutions.
• Hired, trained, and managed a high-performing team of employees dedicated to achieving company goals.
• Trained and motivated employees to perform daily business functions.
• Implemented marketing strategies to increase brand awareness and attract new customers.
• Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
• Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
• Established foundational processes for business operations.
• Strategic planning, cost control measures, and targeted marketing efforts achieved financial growth.
• Organized and attended trade shows and special events to showcase products, network with other businesses, and attract new customers.
• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
• Interacted well with customers to build connections and nurture relationships.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Identified and qualified customer needs and negotiated and closed profitable projects with a high success rate.
• Cultivated a positive organizational culture that valued teamwork open communication lines between employees at all hierarchical levels – fostering collaborative problem-solving efforts geared towards mutual success stories.

• Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Led daily team meetings to review performance, set targets and motivate staff.
• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Created team rotations to man center effectively during peak hours.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.