Elan F.

Oversee the daily scheduling and dispatching of field technicians in various service areas, focusing on optimizing routes for efficiency and timely arrivals. Manage inbound and outbound customer communications through calls, emails, and texts, providing exceptional service and resolving scheduling issues. Utilize Google Calendar, Calendly, Slack, and CRM software to schedule and coordinate service appointments. Prepare and send estimates, quotations, and RFQs for both residential and large commercial refinishing projects based on customer needs. Upsell refinishing services to enhance project value while addressing customer requirements. Collaborate with technicians to manage same-day schedule alterations, emergencies, and job updates. Maintain accurate records in the company CRM, including customer details, work orders, and job statuses. Follow up with customers regarding estimates and completed projects to ensure satisfaction. Handle lead management by responding quickly to inquiries and nurturing prospects through the booking journey. Enhance dispatch operations through optimal route planning and reducing downtime.

Acted as the primary contact for customers during onboarding, building strong relationships to evaluate their needs and expectations. Led the onboarding process, ensuring seamless implementation of NOVA MODULE solutions. Facilitated workshops and training sessions to inform customers about best practices and product usage. Monitored customer progress to help achieve adoption milestones for successful onboarding completion. Conducted regular check-ins to address concerns and collaborated with internal teams for timely issue resolution.

Focused on sales for B2B and B2C in Digital Signage Cloud Based Solutions Software as a Service (SaaS). Negotiated agreement terms and closed sales, while identifying new markets and business opportunities. Collected market and customer information, providing feedback on buying trends. Offered first-hand technical assistance for product inquiries and demonstrations.

Oversaw magicJack Customer Care operations by delivering constructive feedback tailored to individual team member needs. Provided leadership and guidance while monitoring the team to identify and address potential issues proactively. Coached team members on their performance regularly, delivering weekly performance reviews. Assisted in recruiting, training, and assessing new staff, while maintaining awareness of developments in customer service. Ensured the achievement of key metrics like CSAT, quality, and AHT.

Managed Simplexity Customer Care, contributing to the development of customer service policies and procedures. Regularly coached team members, providing performance feedback and handling complex inquiries and complaints. Authorized refunds and compensation for customers and ensured accurate record-keeping of customer communications while monitoring agent metrics to achieve targets.

Supervised Simplexity Inbound Sales, focusing on the support, coaching, and development of each team member. Managed shift scheduling and proactively identified potential problems within the team. Regularly coached team members and delivered weekly performance reviews while providing relevant data for weekly business analyses and ensuring metrics like sales conversion, quality, and AHT were met.

Initially served as a pioneer agent for Simplexity Care and Cyber Risk Fraud, handling customer service inquiries and resolving problems related to Wirefly's online retail services. Conducted fraud verification and credit checks, aiming for first contact resolution to meet customer requirements. Confirmed customer understanding of solutions and provided additional education as necessary while upselling partner products.

Worked as a pioneer agent for Simplexity Sales, offering cell phone plans and products from various retailers, including Wirefly and Radioshack. Tailored solutions to match customer needs across different carriers, including ATT, Verizon, Sprint, and T-Mobile.

Engaged in Vonage Sales by promoting Voice Over Internet Service to both new and existing customers. Handled order calls while guiding customers through the product offerings and effectively upselling to current customers.