Lynn Meza

Lynn Meza

Customer Service Manager at Lonseal, Inc.
Location: Stanton CA
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Summary

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• Lead the day-to-day operation of the customer service and order entry divisions. • Developed efficient work procedures, schedules, and workflow practices • Monitored call quality to ensure employee demeanor, technical accuracy, and conformity to company policy • Trained Customer Service Representatives and Order Entry Specialists on company policies and procedures, product knowledge, and communication skills • Established and monitored quarterly and annual department goals • Analyzed work volume/productivity reports and call volume reports • Reviewed customer service requests, complaints, and satisfaction surveys • Identified and responded to customer concerns relating to samples, material questions, general technical information, installation, and maintenance • Coordinated efforts to improve the customer experience at the point of sale. • Built customer loyalty and confidence by ensuring customer needs are met in a timely manner • Ensured the first-in-class customer service is provided by the Service Team • Partnered with Sales and Technical Teams to ensure smooth transition or resolution of customers and issues • Ensured Service Team AS9120 compliance • Strategized to achieve continuous improvement through Kaizen and Six Sigma methods. • Administered the ShoreTel Telephone system • CRM Administrator, responsible for enhancing and maintaining SalesLogix • Enhanced and improved surveys and social media • Created monthly performance scorecard • Participated as member of the Safety Committee, responsible for investigating and submitting all accident reports

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