Shauna Hector

• Lead a team of 15+ customer service representatives, driving performance to exceed KPIs and service quality standards.
• Oversee resolution of customer inquiries, complaints, and escalations, ensuring swift and effective outcomes aligned with company policies.
• Implement KPIs to track and measure team performance, achieving a 20% increase in customer satisfaction (CSAT) scores.
• Conduct weekly team performance reviews, identifying coaching opportunities and boosting overall team efficiency by 25%.
• Spearhead initiatives to improve customer service workflows, reducing customer escalations by 30% through training and process optimization.
• Collaborate closely with sales, product, and marketing teams to align customer service operations with broader business objectives.
• Prepare and present regular reports on service trends, team performance, and continuous improvement recommendations to senior leadership.

• Negotiated and secured high-value client contracts, contributing to a 15% boost in revenue.
• Strengthened customer retention by executing follow-up strategies and providing tailored solutions to client needs.
• Collaborated with internal teams to deliver integrated solutions, enhancing the customer journey.
• Provided expert product knowledge and customer education to support upselling opportunities.

• Delivered customer support focused on issue resolution and satisfaction improvement, positively impacting customer loyalty.
• Maintained accurate customer records in the CRM system, ensuring data integrity and compliance.

Supported sales initiatives through upselling and cross-selling of value-added services