Anne Epperson

Background

About Anne Epperson

Ten (10)+ years of customer service support using multiple platforms of communications; phone, email, CRM, and case tracking applications. Work with customers to provide updates to request, and assist with understanding the issue, and provide recommendations for a solution. Work to ensure customer experience is achieved by listening, and providing accurate information. Process improvement and creation; creating more than 40 process documents and training material, where none existed at current work place. Using process improvement application DMAIC to prove the process is needed and works. Create knowledge based articles for both customers and dealers to self triage and self service common issues. Assist technical support in various roles; provide first level phone support to triage the call, support where applicable, case creation and case management, allowing management the details necessary for providing accurate numbers for reporting. Quality Assurance within a call center environment; reviewing calls with clients to ensure accuracy of details, recommendations for training, and call center analysis for call quality through random call reviews. Provide coaching and recommendations for better customer support. Typing skills; 35-40 words a minute, transcribe voice messages for agents. Focusing on accuracy in case ticket creation or updates. Project Management skills; work with project managers and program managers to provide updates, and project completion information. Knowledgeable in Microsoft Word, Excel, PowerPoint. Oracle ERP for Order Management, Return Material Authorization (RMA), and Purchase Order processing. Specialties: Process Improvement, Project Management, Portfolio Management, Training delivery, Training development, Product lifecycle, Call Center Training, DMAIC, Mercury Interactive, MicroSoft Suite; Word, Excel, PowerPoint, Project, Toastmasters, Web Conferencing, ISO, Oracle ERP