Alyssa Laging

• Manage inbound web and Call center leads in Centah, including scheduling appointments in a timely manner.

• Conduct buddy checks for Cert members and BP appointments to ensure accuracy and completeness.

• Review and correct promoter-set leads, including time blocks, project details, market segment, year built, and G/S/B classifications.

• Follow up with customers to obtain any additional information required prior to appointments.

• Cancel appointments that fall outside of our serviceable area or cannot be completed.

• Reschedule appointments that were entered with incorrect dates.

• Conduct daily qualification calls and text outreach for scheduled appointments.

• Collaborated with IT to develop structured Costco call queues, define call flow processes, determine transition timing between queues, and implement standardized scripting.

• Established separation of Costco appointments from Core appointments for improved tracking and reporting.

• Manage and work within multiple Costco queues (For Chicago, Madison and St. Louis)

• Developed 15+ step-by-step process documents and will continue building additional workflows to support team efficiency within Cert and Costco systems.

• Follow up with Sales Reps regarding unresolved appointments and ensure quotes are provided to customers in accordance with Costco guidelines.

• Support DEEs after business hours to assist in converting leads to Costco while they are in customers’ homes.

• Enter and manage quotes in Centah, including closing outdated quotes.

• Develop and prepare to lead BP training for proper implementation of i360 training.

• Build and implement Hatch campaigns, audiences, and workflows for Chicago, Madison, and St. Louis markets

• Resolved customer complaints through effective communication and problem-solving.
• Maintained accurate records of customer interactions and transactions.
• Followed up with customers post-purchase to confirm satisfaction and address any concerns.
• Trained new staff on customer service protocols and company policies.
• Responded to customer inquiries with accurate information on products and services to enhance their experience.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Developed strong customer relationships to encourage repeat business.
• Developed strong relationships with customers by providing personalized assistance and support.
• Maintained detailed records of customer interactions and transactions to support future reference and service continuity.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.

• Assisted customers with product inquiries and order placements.
• Resolved customer complaints through effective communication and problem-solving.
• Maintained accurate records of customer interactions and transactions.
• Managed calendar updates and appointment reminders for team members daily.
• Prepared and distributed weekly schedules to staff and management effectively.
• Utilized scheduling software to streamline operations and improve efficiency.
• Analyzed scheduling conflicts and proposed solutions to enhance workflow efficiency.
• Scheduled and confirmed appointments.
• Conducted follow-up calls to ensure customer satisfaction post-purchase.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.