Led a team of customer service representatives, providing guidance and mentoring to ensure top-notch customer service. Handled escalated customer issues with professionalism and efficiency, finding resolutions that upheld company policies. Analyzed customer feedback and data to identify areas for improvement, resulting in a 20% reduction in customer complaints. Developed and implemented new processes and procedures that improved the overall efficiency of the customer service department. Conducted regular team meetings to discuss performance, share best practices, and maintain a positive work environment. Maintained a 98% customer satisfaction rating during tenure as Senior Customer Service Representative. Delivered excellent technical support for customers, troubleshooting and resolving product-related issues. Collaborated with the product development team to communicate customer feedback and influence product improvements. Assisted in the creation of customer support documentation and knowledge base articles. Consistently met or exceeded monthly targets for case resolution and customer satisfaction.