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Skills

  • Technologically savvy
  • Schedule mastery
  • Complaint resolution
  • Customer retention strategies
  • Key account management
  • Contract development
  • Escalation management
  • Shipping and receiving understanding
  • High-energy attitude
  • Customer service

Work Experiences

  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Updated the initiative system with order details, customer information, preferences, and billing details.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Assessed customer needs and upsold products and services to increase program sales.
  • Consistently outperformed my daily credit card application goals.
  • Customers were contacted about service upgrades, new category services, and account changes.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.

Summaries

  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • B2B Customer Care Representative with 17 years of experience resolving customer complaints and inquiries.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Trained in the use of Salesforce and has in-depth knowledge of vendor management.
  • Mentoring and coaching skills in a dynamic professional.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Accomplishments

  • Successfully reduced overall customer service response delays by 48% by leading a cross-department initiative with the operations and fulfillment teams.
  • Created a new KPI tracking system utilized across 9 teams, helping improve performance and insight into customer satisfaction trends by 59%.
  • Successfully identified at-risk tier clients through data-driven analysis, resulting in a 71% increase in customer satisfaction through proactive engagement.
  • Developed comprehensive playbooks and escalation guides that empowered Tier 2 support to independently handle 40% more complex issues pre-escalation.
  • Effectively advocated for customer interests during a major CRM overhaul, contributing to a 32% increase in customer retention through clearer data insights.
  • Spearheaded a customer feedback initiative that led to improved client satisfaction scores by 15% and identified key areas for service enhancements.
  • Improved cross-function communication between customer care and R&D teams, resulting in quicker adoption rates and positive feedback among enterprise-level clients.
  • Collaborated with sales and customer success teams to extend contract renewals, driving a 84% upsell in mid-market client accounts.
  • Introduced multichannel feedback collection and analysis tools, enhancing the B2B product roadmap based on real-time customer experience data.
  • Successfully mediated and resolved escalations for key clients, preventing cancellations and saving $12 in annual recurring revenue.

Affiliations

  • Active participant in the National Customer Service Association (NCSA), contributing to best-practice frameworks for client satisfaction survey tools.
  • Regular attendee at the B2B Support and Care International Expo, exploring upcoming trends and tools in proactive customer service.
  • Affiliate member of the International Association of Customer Service Professionals (IACSP), sharing insights on complaint escalation reduction.
  • Affiliate of the Business Relationship Management Institute (BRMI), learning industry-standard techniques for handling high-value client accounts.
  • Certified analyst in VoC (Voice of Customer) Feedback Systems via standard, shaping product enhancements based on customer input.
  • Member of the Global Business Customer Care Association (GBCCA), collaborating on effective complaint resolution methods for high-revenue clients.
  • Contributor to the Global Tech Support & B2B Servicing Group, focusing on innovation in service processes for technology-based products.
  • Member of the B2B Support Innovation Group, collaborating on solutions for escalating customer concerns using data-driven insights.
  • Certified Customer Retention Specialist (CCRS), specializing in techniques for improving customer loyalty and reversing churn through empathetic service.
  • Member of the Association for Customer Loyalty (ACL), focusing on advanced techniques to increase customer engagement and retention.

Certifications

  • Professional Risk Mitigation in Sales (PRMS) by standard
  • Business-to-Business Solutions Provider Certification (B2BSP)
  • Professional Communicator Certification by program
  • First Aid/CPR
  • ServSafe
  • Certified Business Relationship Manager Practitioner (BRMP)
  • ITIL Foundation Certification for Customer Support
  • Professional Certificate in Data-Led Strategy Implementation
  • Certified Specialist in Account Onboarding
  • Advanced Client Engagement Certification by Meridian

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