Jeannie Fricke
- Columbia, MO, US
- 1-573-355-4247
- Jeannie.fricke@gm.com
My current position change was being trained for Cadillac LYRIQ EV, HUMMER EV and BLAZER EV Concierge.
Offering double white glove level service to internal and external customers ensuring that their experience at General Motors exceeds expectations
Working with customers via chat and inbound/outbound phone calls to assist with a variety of issues (recall, order status, home install program, reimbursements, etc)
Staying informed on processes, procedures, and product knowledge and proactively handling casework to ensure customer inquiries are progressing in a timely and satisfactory manner while eliminating the burden off the customer
As a Team Captain I participate in peer call listening sessions, lead team engagement, and learning moments during weekly team meetings
Meeting and exceeding set benchmarks for Q1 metric including: quality scores, average hold and after call work, messaging response rates, conversation duration, and back to queue rates
Took customers calls and provided accurate, satisfactory answers to questions and concerns
Reviewed claimant or employer accounts and provided the following information: claim filing, status updates, and follow up procedures
Provided other avenues for assistance (charitable) when unemployment benefits were denied or not an option as well as DE-escalation of situations involving dissatisfied claimants
Guided callers through troubleshooting, and navigating the state website
Helped to maintain a positive reputation of the company and the State of Missouri Unemployment Office
Maintained proficiency in using personal computer, data entry terminal and other common office equipment software
Oversaw an employee production line of 5 employees
Ordered all components and coordinated with Compounding to ensure accuracy of labeling and packaging
Handled administrative duties and worked to ensure the best customer experience.
Fielded phone calls to assist with insurance claims, scheduled appointments, and special projects
3201 West 16th StSedalia, MO 65302