Shacara Josephs

• Liaising between clients, brokers, escrow companies and agents, assisting escrow officers, ensuring meeting of deadlines, updating files, checking accuracy of files, preparing preliminary audits, helping with close sales, opening and updating title search, uploading documents for shared viewing, and harmonizing transactions over various resources.

As a Client Experience Representative is responsible for ensuring an exceptional client experience by providing high-quality service and support. This role involves handling client inquiries, resolving issues, and maintaining strong relationships with clients. The ideal candidate will have excellent communication skills, a customer-focused mindset, and the ability to work efficiently in a fast-paced environment.

• Client Interaction: Engage with clients via phone, email, and chat to address inquiries, provide information, and resolve issues promptly and effectively.
• Problem Resolution: Identify and troubleshoot client issues, providing timely solutions and escalating complex cases to the appropriate department.
• Relationship Management: Build and maintain strong relationships with clients by understanding their needs and providing personalized support.
• Documentation: Accurately record and update client interactions and transactions in the company's CRM system.
• Feedback Management: Gather client feedback and relay insights to relevant teams for continuous improvement of products and services.
• Product Knowledge: Maintain a thorough understanding of the company's products, services, and policies to provide accurate information to clients.
• Team Collaboration: Work closely with other departments, including sales, marketing, and technical support, to ensure a seamless client experience.

As a Client Team Leader I was responsible for overseeing a team of client experience representatives, ensuring the delivery of exceptional service and support to our clients. This role involves managing team performance, facilitating professional development, and maintaining high standards of client satisfaction. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a client-focused approach.

Key Responsibilities:

• Team Management: Supervise and lead a team of client experience representatives, providing guidance, support, and feedback to ensure optimal performance.
• Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance productivity and client satisfaction.
• Client Interaction: Serve as a point of escalation for complex client issues, ensuring timely and effective resolution while maintaining a high level of client satisfaction.
• Training and Development: Conduct regular training sessions and workshops to enhance team members' skills and knowledge of the company's products, services, and best practices.
• Process Improvement: Identify and implement process improvements to streamline client support operations and enhance the overall client experience.
• Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and providing tailored solutions to meet their requirements.
• Reporting: Prepare and present regular reports on team performance, client feedback, and other relevant metrics to senior management.

As a Customer Service Agent is responsible for delivering excellent customer service by handling inquiries, resolving issues, and providing information about products and services. This role requires strong communication skills, a positive attitude, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries via phone, email, and chat, providing accurate information and assistance.
• Issue Resolution: Identify and resolve customer issues promptly and effectively, ensuring customer satisfaction.
• Product Knowledge: Maintain a thorough understanding of the company’s products and services to provide knowledgeable assistance to customers.

• Social Media scheduler - responsible for planning, implementing and monitoring a company's Social Media strategy
• Virtual assistant- responsible for Organizing communication via emails and phone calls, Provide customer service support as first point of contact, Organizing meetings
• Recruiter- responsible for filling open positions with talented and qualified candidates
• This entails sourcing and screening candidates, coordinating the interview process, and facilitating offers and employment negotiations
• Customer service representative- responsible for resolving customer complaints email, Cancel or upgrade accounts assisting with placement of orders, refunds, or exchanges, and handling product recalls.