Roxanne Gaultier

• Monitored team performance, adhered to service level agreements (SLAs) for 100+ incoming calls and tickets per day, while also providing detailed job training to improve areas of opportunity. This includes hiring, training and supervising the team of service staff members to meet business goals.
• Coordinated with other departments to maintain streamlined and productive workflow. Developed and maintained positive relationships with customers to provide the best client experience by building trust but also resolved customer complaints in professional and timely manner. Leading team to breaking records, month over month, in CSAT rate and response rate.
• Implemented strategies to increase customer service satisfaction ratings.
• Managed life cycle replacement of hardware and software for clients.
• Analyzed reports on internal opportunities for automation, and built departmental implementation plan testing and tracking adoption rates.

• Supporting clients with technical issues regarding their computers and peripherals, Microsoft products, required work applications, networks, cloud phone systems, Access Control and security systems, account provisioning and termination of accounts, including local and active directory accounts.
• Provided the best client experience, maintained client satisfaction, and received recognition from clients and our leadership team regularly.
• Met daily, weekly, and monthly goals and expectations, including billable hours.
• Trained new hires on processes and the ConnectWise ticketing system, while also assisting others with troubleshooting issues.
• Ensured billable time was entered properly and invoiced correctly, reviewing all time entries on all resolved tickets daily to complete invoicing.
• Documented procedures and increased knowledge base, generally and on a per-client basis, completing 1 KB article or more, per week.
• Completed quarterly account audits for billing purposes.

Inside Sales Team Lead

• Led, motivated, and trained a team of sales agents, maintaining productivity records to track performance and ensure team success.
• Managed scheduling for site visits, handled homeowner inquiries, and created project cases.
• Oversaw sales email correspondence, call flow, and call transfers to enhance efficiency and customer experience.
  
  Inside Sales Training Manager
• Designed and implemented comprehensive training programs for new hires, leading virtual sessions for groups of 30+ employees via Zoom.
• Provided coaching, guidance, and one-on-one support to ensure employees met performance expectations, holding them accountable throughout the training process.
• Developed and administered training assessments to evaluate employee learning and success.
• Coordinated with Team Leads to ensure a smooth transition of new employees to their respective teams post-training.
  
  IT Support & Call Center Operations
• Provided technical support to internal employees, troubleshooting issues, provisioning and terminating accounts, shipping hardware, and routing requests to appropriate departments.
• Configured and managed call center systems, including ring groups, inbound call queues, IVR scripts (Five9 platform), and outbound dialing campaigns to optimize call flow and lead generation.
• Analyzed and reported on productivity using Freshdesk analytics, generating reports on call logs and agent performance.
• Managed lead data, including uploading, deleting, and resetting leads as required.
• Led project management initiatives, ensuring tasks were completed efficiently and within deadlines.

• Began as a CAP associate, performing customer service, stocking, and following backroom operating procedures
• In April 2016 was promoted to Department Manager over Online Grocery pickup, in which I built and launched the new department, including hiring and training over 30 associates over two months, designing, setting up, and organizing the department, and launching it on opening day
• Nominated and won OGP hero within the first two months
• Consistently maintained a rating of the number one store in all metrics for my department
• Launched three other stores and continually helped train associates and members of management within my store and at other stores
• In April 2017, transferred to Produce as DM, and as of October 2017, I was the DM over Pharmacy OTC
• My priority was to maintain customer satisfaction through merchandising, inventory control, and supervising and delegating tasks to associates to achieve daily sales goals, planning the implementation of new modulars/planograms

• Maintained exceptional customer service standards by greeting and acknowledging over 80 customers a day, assisting customers in solving automotive issues and locating the proper parts as well as providing installation assistance of purchased items.
• Train employees in store procedures and delegate tasks to ensure company policies are followed and the store operates efficiently, also managing staff scheduling.
• Complete and file daily reports and labor claims; processed returns for new products, cores, and warranty products to the Distribution Center.
• Maintain inventory by ordering products and supplies from the Distribution Center or other nearby locations using purchase orders.