"In my last role, I worked as a customer service representative for a SaaS company. Our team, as a whole, was dedicated to creating an amazing customer service experience for our clients. To make sure this was truly the case, we ran NPS (Net Promoter Score) and other customer satisfaction surveys online and over the phone to help us gauge how happy our clients were. If our manager noticed a negative trend, we would gather together to discuss it and brainstorm ways to change this. I also personally tracked my own conversion, customer retention, and average resolution rates. Monitoring these metrics allowed me to keep tabs on my ongoing performance. At all times, I strived to be quick, knowledgeable, and helpful to our customers."