Norisa Wentzel
Change is constant.
- Role
- Customer Service Manager at Colibri Group
- Location
- Clarksville, US
- LinkedIn followers
- 500 followers
About Norisa Wentzel
Skilled in Operations Management, Sales and Retention, Service-Level Agreements (SLAs)…
Experience
Customer Service Manager
Sep 2022 — Present
Oversee the daily operations of a fast-paced dynamic customer service contact center team in various locations.• Provide leadership with updates on all issues regarding quality, training on product offerings, policy, procedures, staff issues, and departmental performance levels.• Ensure performance metrics and KPI’s are met on the team and individual level.• Maintain updated knowledge of the Contact Center performance requirements as well as corporate product offerings, policies, and procedures.• Communicate updates to staff on changes regarding product information, policies, and procedures.• Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.• Communicate with customers to ensure timely issue resolution on escalations.• Provide direction to staff on appropriate action when complaints are escalated to management level.• Implement necessary corrective actions to ensure consistent application of all policies, and procedures pertinent to the Contact Center.• Communicate frequently with the Business units and provide feedback on VOC.• Recommend changes to product offerings, policies and establish procedures, assist in the implementation of process improvements when necessary.
Education
ITT Technical Institute
Associate of Applied Science (AAS), Computer Technology/Computer Systems Technology
2005 — 2007
American College of Professional Education
Medical Assistant Certification, Medical/Clinical Assistant
1998 — 1999
Clarksville Area Real Estate School
Real Estate
Skills
- Team Leadership
- Crm
- Customer Support
- Complaint Management
- Hiring
- Operational Excellence
- Leadership
- Teamwork
- Team Management
- Customer Service Management
- Online Marketing
- Management
- Team Building
- Account Management
- Salesforce.com
- Customer Experience
- SEO
- E-Commerce
- Sales Operations
- Customer Service
- Sales
- Quality Assurance
- Time Management
- Bpo
- Phlebotomy
- Online Advertising
- Call Centers
- Social Media Marketing
- Customer Satisfaction
- Training
- Testing
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