Sample Answer
On my support team we had an SOP that required three separate ticket handoffs for refunds, and we were seeing a 48-hour average resolution plus rising customer dissatisfaction scores. I logged examples over two weeks, capturing timestamps, affected accounts, and NPS comments, then brought the data to my manager and the process owner. I suggested a consolidated workflow that allowed the frontline agent to complete refunds under $200 with manager approval recorded in the ticket. We piloted it with five agents for one month—average resolution time dropped from 48 to 6 hours, refund errors fell by 70%, and CSAT for refunds improved from 68% to 85%. The pilot became the new SOP for low-risk refunds.
Keywords
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