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Skills

  • Client relations strength
  • MS Office Suite
  • Fluent in Portuguese
  • Call center transactions
  • Strong interpersonal skills
  • Planning and Organization
  • Personable
  • Upselling techniques
  • Customer service excellence
  • CallSelect communication systems

Work Experiences

  • Provide personalized customer service by anticipating and responding to customers' needs.
  • Provided training to the call center employees in accordance with the established procedures.
  • Spoke with customers about their Tableau concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.
  • Replaced out-of-stock items with new ServiceNows to satisfy dissatisfied customers.
  • Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction.
  • Evaluated initiative and metric customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.
  • Maintained and encouraged customer loyalty by resolving disputes, complaints, and discrepancies in a courteous and timely manner.
  • Provide product and service information to customers.
  • Achieving the client's team and individual goals
  • Resolved over 12 customer issues per shift by conducting research and exploration, implementing solutions, and escalating unresolved issues to upper management.

Summaries

  • Excellent strategic planning skills and articulate communicator.
  • Call Center Agent proactive with experience in providing support and resolving customer complaints.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Focused Call Agent with a track record of achieving procedure through spearheaded.
  • Call Center Agent was polite and professional, and he was successful in using strong communication and problem-solving skills to resolve each customer issue.
  • Individual who is enthusiastic and service-oriented and has exceptional communication and multitasking skills.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Work well with others to provide timely and high-quality responses to service requests.

Accomplishments

  • Decreased average queue wait time by 10 minutes through the optimization of call routing systems, resulting in improved service levels.
  • Provided detailed after-call summaries used to improve team strategies in addressing common customer issues, leading to a reduction in repeat inquiries by 20%.
  • Managed an average of 11 inbound calls per day while consistently maintaining a satisfaction rate above 27%, contributing to improved customer retention.
  • Resolved product issue through consumer testing.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Developed a knowledge-sharing protocol among team members, leading to a 23% improvement in cross-functional issue resolution.
  • Contributed to category overall customer retention strategy, helping increase year-over-year retention rates by 28%.
  • Developed and implemented scripting for follow-up interactions that resulted in a 45% improvement in customer retention.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • CRM User Groups for Call Center Optimization
  • Society for Human Resource Management (SHRM) – Customer Relations Training
  • American Marketing Association
  • American Medical Informatics Association
  • Association of Professional Communication Consultants (APCC)
  • Lean Six Sigma Certification – Improving Call Handling Efficiency
  • Project Management Institute
  • Language Line Certified Resource Partner for Multilingual Services
  • Contact Center Pipeline - Thought Leadership Network

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Customer Service Skills Certificate Cedar Works
  • Certified Public Accountant
  • Lean Six Sigma for Call Centers - framework - Summit Group
  • Certified Customer Relationship Management (CRM) Professional – Harbor & Co.
  • ServSafe
  • Microsoft Certified Application Specialist (MCAS)
  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • Customer Support Quality Assurance Certification - Northwind

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