Logistic Coordination Team Member – Customer Response Agent
Affiliated Computer Services (Xerox Company)
Customer relationship liaison agent; provides call center, order/inventory management, and process improvement resolutions for business process outsourcing project. Floor support to thirty (30) agents; mentors novice staff in client provision approach and solutions. Trains staff in database management with seven Citrix-based system applications; coordinates and safeguards sensitive inquiries to support over 47M customers, 610 facilities, and 100K staff.
* Managed order movement status, productivity, and inventory research; guided in employee assist, escalation desk support, and customer correspondence output; met technical, logistic and consumer reply deadlines.
* Worked over 3K technical and vendor support issues; provided time-sensitive customer responses for senior managers.
* Facilitated multiple Home Office/customer disputes; provided alternative solutions; sustained program integrity. * Handled sensitive escalation incidents; analysis among 20 various departmental offices resolved over 600 inquiries.
* Solved long-term logistic fulfillment issue; staff procedure output decreased acquisition, delivery status requests.