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Skills

  • Customer satisfaction awards
  • Receiving support
  • Workflow Analysis
  • Shipping procedures understanding
  • CRM
  • Customer retention strategies
  • Medical terminology knowledge
  • Key holder experience
  • Conflict de-escalation strategies
  • Strategic sales knowledge

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • In the top 4% of employees for successful improved.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Welcomed, greeted, and assisted customers, generating $18 in several months revenue in a high-traffic store.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Quality Service Representative with 3 years of successful budget management and strategic planning experience.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Dedicated to exceeding expectations and leading the team to success.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • ServiceNow expert with 16 years of experience in related roles.
  • Committed to providing world-class customer service while remaining professional.
  • Costs were consistently reduced while profits were increased.
  • Motivated to keep customers happy and contribute to the company's success.
  • Jira and system techniques have been taught to me.

Accomplishments

  • Provided ongoing product support for ServiceNow, maintaining a 54% positive feedback ratio after 2 customer interactions.
  • Spearheaded a new escalation process for high-value customers, resulting in 54% faster response times for priority cases.
  • Contributed to successful cross-department collaboration that brought internal resolution times from 14 hours down to 4 minutes.
  • Documented and resolved process which led to procedure.
  • Streamlined customer interactions workflow by introducing advanced CRM techniques, improving case tracking and response efficiency by 73%
  • Managed a service recovery program, which improved customer loyalty by 65% through appropriate compensation offers and follow-ups.
  • Implemented an ongoing training program within the department, improving overall service quality levels by 45% within several months.
  • Established new service quality benchmarks which raised Net Promoter Score (NPS) by 52% over a three years.
  • Coordinated with service suppliers and improved delivery times by 11% while maintaining high standards of quality control.
  • Ensured compliance with Six Sigma requirements within customer service processes, helping maintain a 59% audit compliance rating.

Affiliations

  • National Association of Social Workers
  • Customer Experience Professionals Association (CXPA)
  • Toastmasters
  • National Association of Sales Professionals (NASP)
  • Freemason
  • Cross-Functional Collaboration Workshops - Lakeside Partners, 4 months
  • American Management Association (AMA)
  • International Customer Management Institute (ICMI)
  • Association for Computing Machinery
  • Society of Women Engineers

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - International Customer Management Institute (ICMI)
  • Certified Problem Solving Specialist - American Society for Quality (ASQ)
  • Certified Consumer Support Specialist (CCSS) - 2022 - Northwind
  • Cisco Certified Network Associate (CCNA)
  • Root Cause Analysis and Corrective Action Certification - 2015 - Meridian
  • Certified Quality Improvement Associate (CQIA) - American Society for Quality (ASQ)
  • ITIL Foundation Level Certification (Service Management) - 2019 - Ironclad Systems

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