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Skills

  • Customer service
  • Problem resolution
  • Customer interaction analytics
  • Customer complaint leadership
  • Workload prioritization
  • Cross-Training Development
  • Store growth planning
  • Cross-functional collaboration
  • Supervision
  • Creating store processes

Work Experiences

  • Achieved results within the first two years of deployment.
  • Analyzed departmental staffing needs.
  • Shared detailed information about Salesforce options to assist customers in making decisions.
  • Achieved industry-wide recognition of the ITIL.
  • Boosted team productivity through new CRM systems.
  • Assisted in leading a team of 9 customer service representatives.
  • Achieved results in 18 months.
  • Analyzed customer interaction data and reports to identify trends, leading to the revamping of procedures that shaved several months off average resolution time.
  • Oversaw 6 members of the enterprise customer service team and used data analytics to identify areas for improvement and accountability.
  • Assisted Assistant Customer Service Department Head in supervising more than 8 reps who handled 8+ calls per hour.

Summaries

  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Strong technical skills with business software tools and applications, as well as experience managing remote teams using SAP.
  • Proficient in promoting initiative by leveraging quality assurance and vendor management knowledge.
  • To increase productivity and customer loyalty, be strategic in approaching systematic issues with customer service team performance.
  • Customer needs and best practices are familiar to Customer Service employees.
  • Professional with cross-functional collaboration and process improvement talents who is honest and punctual.
  • Framework management experience in Customer Service collaborating with cross-functional teams to achieve daily goals 15 years
  • Dedicated to assisting business success in order to achieve system.
  • With over 7 years of experience in standard roles and a growing team, I'm ready for new professional challenges.
  • Strategic thinker with expertise in quality assurance.

Accomplishments

  • Developed a detailed departmental budget, leading to budget compliance for standard and reducing overages by 17%.
  • Spearheaded an initiative to align customer service KPIs with sales objectives, increasing collaboration between teams and growing quarterly revenue by 5.
  • Served as a liaison between customer service and marketing departments, resulting in the successful execution of a feedback-driven customer retention plan that increased repeat business by 53%.
  • Analyzed customer feedback and implemented process changes that reduced customer complaint escalations by 55% within 18 months.
  • Assisted in the strategic planning for a department-wide shift to a customer-centric support model, elevating customer LTV (lifetime value) by 15.
  • Implemented best practices for staff scheduling, leading to a 82% reduction in customer wait times during peak hours.
  • Championed the rollout of an automated customer follow-up system, improving response rates by 17% and enhancing the user experience.
  • Helped design a rewards program that increased customer Net Promoter Score (NPS) ratings by 53%. Contributed to building long-term customer loyalty.
  • Implemented quality assurance audits, resulting in a 64% improvement in customer service resolution accuracy.
  • Designed a scalable workflow for customer service during high-volume periods, reducing bottlenecks and improving throughput by 49%.

Affiliations

  • Founding member of the Atlanta SLA Managers Collaborative, aimed at sharing resources and techniques for increasing SLA compliance rates among member companies.
  • Volunteer member of the local Seattle Chamber of Commerce Customer Experience Committee, working collaboratively with other business leaders to improve service outreach.
  • Certified Professional in Customer Experience (CPXC) through the Customer Experience Professionals Association (CXPA).
  • Actively participating in the Boston Customer Service Leadership Network, gaining insights into industry-specific challenges and innovations.
  • Recipient of the Gold Standard Award from the Professional Association of Customer Engagement (PACE) for achievements in customer service transformation initiatives.
  • Affiliate with the International Customer Management Institute (ICMI) since 2017, staying current on trends in real-time dashboard usage and performance management.
  • Certified in Performance Metrics through the Ironclad Systems, mastering data-driven approaches to enhancing customer service performance KPIs.
  • Sustaining member of the Global Customer Service Federation (GCSF) with a focus on promoting global standards for delivering high-quality customer experiences.
  • Member of the LinkedIn Learning Group on Customer Service Strategy, continuously applying learnings from leading thought leaders and service innovations.
  • Engaged in the Business Process Training Forums for cross-functional initiatives aimed at improving employee knowledge bases and customer service experiences.

Certifications

  • Root Cause Analysis Certification - Lakeside Partners
  • Certified Associate in Project Management (CAPM) - PMI
  • Data-Driven Customer Service Strategy Certification - Meridian
  • American Academy of Financial Management (AAFM)
  • Certified Fraud Examiner (CFE) category
  • Customer Success Certification - procedure
  • Customer Journey Mapping & Impact Training Certification - system
  • Microsoft Office Specialist (MOS)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)

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