Noah Giefer
Yorkville
Summary
Customer Service Coach at Lessen with a focus on optimizing team performance and ensuring customer and client satisfaction. Successfully implemented streamlined processes resulting in significant cost savings. Experienced in the customer service industry, starting as a queue agent at SMS Assist in 2018 and progressing to the current position. Highly motivated and eager to advance my career. Six years of valuable experience at Lessen makes me confident in excelling as an account manager.
Overview
6
6
years of professional experience
Work History
Customer Service Coach
SMS Assist/Lessen
04.2019 - Current
- Managed and coached our team to improve their key performance indicators
- This includes reducing work order age, decreasing payment processing times, and increasing customer satisfaction
- This directly contributes to the efficiency and success of the work order process and supports continuous improvement by addressing team members' questions on dispatch and sourcing procedures daily
- Utilized knowledge of a proprietary technology platform to streamline communication between residents, vendors, and clients, ensuring timely and accurate project execution, and client satisfaction
- Led efforts to enhance profit by improving the payment process and issuing chargeback work orders, saving Lessen thousands of dollars annually
- Demonstrated a high level of expertise in all internal systems, including payment processing, vendor management, and customer service platforms, ensuring smooth operations and client satisfaction
- Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
Education
Grand Valley State University
Grand Rapids, MI01.2020
High School -
Plainfield North High School
Plainfield, IL01.2016
Skills
- Proficient in ONE
- Advanced in Microsoft's software
- Experience in multiple sides of the business
- Detail-oriented
- Driven
- Performance management
- Time management
- Conflict resolution
- Problem-solving
- Phone etiquette
- Coaching techniques
Timeline
Customer Service Coach
SMS Assist/Lessen
04.2019 - Current
High School -
Plainfield North High School
Grand Valley State University
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