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May 25, 2023
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Customer Service Application

This project involved developing a comprehensive customer service application for call center agents. The application aimed to streamline the resolution of customer questions and issues related to returns, refunds, and new orders.

It provided a unified platform with automated workflows and notifications, allowing agents to manage the entire lifecycle of these processes effectively. Integrated with internal systems, the tool ensured seamless data exchange and data integrity.

Through extensive testing, it proved to be reliable, scalable, and user-friendly. The Chief Architect successfully enhanced the ecommerce website’s operations, empowering managers and enabling agents to deliver prompt and accurate customer service. These improvements resulted in enhanced satisfaction, reduced call handling time, and improved business efficiency.

One of the tools was for Marketing and Product Managers and included the following:

  • Developed a comprehensive customer service application for call center agents to quickly resolve customer questions and issues related to returns, refunds, and newly created orders.
  • Designed the tool to provide a unified platform for call center agents to effectively manage the entire lifecycle of returns, refunds, and new orders, from initiation to resolution, with automated workflows and notifications.
  • Implemented features such as customer search, order tracking, and refund processing to enable call center agents to provide prompt and accurate assistance to customers, resulting in improved customer satisfaction and reduced call handling time.
  • Integrated the tool with other internal systems, such as order management and inventory management, to enable seamless data exchange and ensure data integrity across different processes.
  • Conducted extensive testing and refinement to ensure that the customer service application was highly reliable, scalable, and user-friendly, resulting in improved call center efficiency and customer service quality.
  • Overall, the two business user tools I developed as the Chief Architect significantly enhanced the operations of the ecommerce website, empowering marketing and product managers with efficient content and product management capabilities and enabling call center agents to provide prompt and accurate customer service, ultimately improving customer satisfaction and driving business success.
Chief Architect