Jonathan Senazah

Description of Key Responsibilities and Achievements

• Optimized Customer Engagement & Sales Presentation: Strategically coordinated over 800 appointments monthly for a high-performing sales team, boosting customer engagement and enabling an increase of 150+ sales presentations per month. This initiative contributed to a 20% uplift in customer acquisition and engagement rates.
• Enhanced Team Productivity Through Metrics Analysis: Analyzed and tracked call center performance metrics to refine team efficiency, achieving a 15% improvement in average talk time and a 25% increase in hourly call rates. This productivity boost was instrumental in exceeding quarterly targets and enhancing customer outreach.
  
  • Elevated Customer Satisfaction and Service Excellence: Maintained expertlevel product knowledge, ensuring swift, accurate responses to customer inquiries and resulting in a 10% improvement in customer satisfaction ratings. Achieved a high first-call resolution rate, directly impacting customer loyalty and retention.
  • Streamlined Information Access & Order Processing: Managed and updated an extensive database of 500+ customer accounts, contacts, and orders, enhancing accessibility and ensuring rapid follow-ups. This process optimization reduced turnaround time for customer requests by 30%, supporting a seamless customer experience.
• Recognized for Exceptional Customer Service: Recognized and celebrated on multiple occasions for outstanding contributions to customer satisfaction, responsiveness, and team leadership, consistently ranking in the top 5% for customer feedback scores.