Leverage all internal and external customer service reporting tools to complete analysis and ensure an efficient and high-quality service to all PUMA customers. Present findings to appropriate parties, including management on a regular basis.
Provide recommendations on policies and procedures changes, site enhancements, and share areas of opportunity based on consumer feedback to assist in reducing or mitigating contacts.
Research and stay up to date on industry trends, best practices, and technology. Provide recommendations to positively impact our customer experience, drive sales, and reduce costs.
Identify Customer Service roadblocks causing increases in contacts and provide potential resolutions with cost analysis.
Provide analysis where needed to support with optimizing customer experience within our Ecommerce and OMNI Channel offerings.
Liaise with internal Site Operations team to share consumer feedback / issues with current site capabilities to drive system enhancements and improvements.
Review, provide feedback, and monitor performance of agents scoring on calibrations with call center to review agent performance / agent quality scoring. Make recommendations for future improvements or adjustments to form. (eCommerce / Marketplace / Omni Channel)