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Skills

  • Planning and Organization
  • Active Data Online
  • Employee relations
  • Computer literate
  • Microsoft Excel software
  • MS Office Suite
  • Receiving support
  • Exceptional time management skills
  • i-channel contact center software
  • Escalation management

Work Experiences

  • Conducted a review of customer service issues in order to support continuous improvement initiatives.
  • Entered information about customer interactions into QuickBooks to track requests, document problems, and keep track of solutions provided.
  • By clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to solve the problem, I was able to resolve product or service issues.
  • Met or exceeded revenue targets with successful promotions of Asana during routine inbound calls and outbound sales follow-ups.
  • Provided detailed information on the company's products, services, and materials to customers.
  • Collaborate with the customer service manager to ensure that proper customer service is provided.
  • Requests and unresolved issues are directed to the appropriate resources.
  • Internal departments with whom I communicate and coordinate
  • Used Tableau to keep track of customer interactions, accounts, and documents in my files.
  • Educated customers about promotions to increase sales.

Summaries

  • Conscientious Customer Service Specialist with 14 years of experience solving problems creatively and achieving win-win outcomes through tact and diplomacy.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Administrative and organizational skills are essential.
  • Adaptable and personable team player dedicated to providing consistently excellent customer service.
  • Customer Service Specialist proactive with experience in providing support and resolving customer complaints.
  • Dedicated to improving customer satisfaction and retention by resolving problems quickly and accurately.
  • Customer service expert with 12 years of experience resolving account and service issues for category clients.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Collaborated with team of 2 in the development of program.
  • Achieved status as one of 17 top sales performers in the region comprised of 15 stores.
  • Developed and maintained detailed customer profiles in CRM, ensuring 17% accuracy in order tracking and follow-up.
  • Collaborated with cross-functional teams to resolve escalated technical issues, improving customer retention rates by 28%.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Increased sales 14% over 18 months.
  • Piloted a feedback program that gathered essential customer insights, contributing to a 71% improvement in product quality.
  • Achieved a customer satisfaction rate of 70%, the highest within the department, through consistently knowledgeable and courteous support.
  • Successfully managed customer queues via Asana, reducing peak hour waiting times by 34%.
  • Handled technical troubleshooting inquiries with an 64% success rate, leading to improved service desk efficiency.

Affiliations

  • Society of Women Engineers
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • International Council of Nurses
  • Institute of Customer Service (ICS)
  • Association for Talent Development (ATD) - Customer Leadership Trainers
  • CX Network - Expert Panel for Customer Service Specialists
  • Association for Supply Chain Management (APICS)
  • National Customer Service Association (NCSA)
  • Association for Computing Machinery

Certifications

  • Certified Phone & Chat Customer Service – Brightline
  • IT Help Desk Support Specialist (ITHDSS) – Ironclad Systems
  • Effective Customer On-boarding Specialist – Cedar Works
  • Google Certified Professional Cloud Architect
  • Professional Customer Success Manager (PCSM) Certification – Brightline
  • Cisco Certified Network Associate (CCNA)
  • Helpdesk and IT Support Professional Certification – Harbor & Co.
  • Certified CRM Systems Specialist – Meridian
  • Certified Contact Center Manager (CCCM) - Summit Group
  • Emotional Intelligence in Customer Service - Beacon Labs

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