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Skills

  • POS systems expert
  • Training and mentoring
  • Complaint resolution
  • Retail store support
  • Key holder experience
  • Customer relations
  • CRM
  • Medical terminology knowledge
  • Warehousing functions
  • Service standard compliance

Work Experiences

  • Kept track of metrics and developed actionable insights to boost efficiency and productivity.
  • Analyzed customer support data trends.
  • Brought in an additional $12.
  • Devised a customer service strategy for a 14-person team in order to increase metric customer retention by 9%.
  • Took advantage of $16 in customer up-sell opportunities, which resulted in a revenue increase of 6%.
  • Devised and implemented effective strategies for retaining customers and increasing brand loyalty.
  • Conducted training and mentored team members to promote productivity, accuracy, and a commitment to friendly service.
  • Created bi-weekly workshops.
  • Actively monitored customer feedback channels.
  • Collaborated with sales, delivery, and accounting teams.

Summaries

  • With superior results, I'm used to defusing customer dissatisfaction and managing competing priorities.
  • Motivated to keep customers happy and contribute to the company's success.
  • Competent Assistant Customer Service Coordinator with a desire to exceed sales targets and establish long-term customer relationships.
  • Very knowledgeable about ServiceNow, as well as method competitors and offerings.
  • Approach systemic performance issues effectively to boost team productivity and assist associates in increasing customer loyalty through exceptional service.
  • Worker with a strong understanding of initiative organization and method product issues.
  • Dedicated to meeting and exceeding framework objectives through effective communication and method abilities.
  • Dedicated to exceeding expectations and leading the team to success.
  • Knowledgeable Assistant Customer Service Coordinator with expertise in marketing and program development.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Ensured strict adherence to customer service SLAs, maintaining a compliance rate of 21% across all case resolutions.
  • Improved communication channels between customer service teams and product management, leading to faster resolution of Asana technical problems by an average of the past year.
  • Handled 7 customer escalations simultaneously during peak service periods while maintaining a 63% satisfaction rating.
  • Negotiated with key account clients to extend service contracts, increasing company revenue by 74% in 6 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a new ticket prioritization system, improving first-contact resolution by 46% and reducing repeat inquiries.
  • Resolved product issue through consumer testing.
  • Created documentation for common service issues, reducing first-response time by 27% through pre-emptive resolution guidance.
  • Facilitated weekly training sessions on service skills and customer communication, resulting in a measurable 57% improvement in service quality ratings.
  • Worked with external clients and hosted product webinars to clarify service expectations and avoid misunderstandings with complex product lines.

Affiliations

  • International Membership in Refund Policy Revision Experts
  • Association for Computing Machinery
  • Customer Service Operations and Performance Association (CSOPA)
  • International Association of Administrative Professionals
  • Professional Customer Support Advisors Network (PCSAN)
  • Online Customer Support Specialists Network (OCSSN)
  • Customer Service Executive Leaders Group (CSEL)
  • National Association of Social Workers
  • International Council of Nurses
  • Customer Support and Knowledge Management Collaborative (CSKMC)

Certifications

  • Advanced Customer Communications Training - Brightline
  • Customer Loyalty Management Certification - Meridian
  • Certified Contact Center Manager (CCCM) initiative
  • Help Desk Support Specialist Certification - 2017
  • SHRM Certified Professional (SHRM-CP)
  • Service Delivery Management (SDM) Practitioner Certification - Lakeside Partners
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Experience (CX) Masterclass - Beacon Labs
  • Certified Service Desk Manager (CSDM) – 2020
  • Fundamentals of Project Management - Brightline

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