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Skills

  • Excel in process
  • Credit card processing
  • Music showcase training
  • Operations management
  • Credit and collections
  • Medical terminology knowledge
  • Microsoft Office Suite proficiency
  • Internal auditing
  • Product ordering
  • Strategic sales knowledge

Work Experiences

  • Was in charge of representing
  • Made a recording.
  • Complex issues involving the online order system or technology were referred to the help desk for further investigation.
  • Assessed issues and determined eligibility for potential solutions by reviewing customer procedure and metric data.
  • Did some research.
  • Dealt with customer complaints as well as urgent requests and needs.
  • Had planned ahead.
  • Ensured
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Determined sales and marketing professional with 15 years of experience in framework industry.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Procedure and method are examples of abilities.
  • Adaptable, tenacious, and capable project manager with over 13 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • Collaborate with commercial lenders to achieve sales targets.
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a system position with a forward-thinking organization.
  • Dependable
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.

Accomplishments

  • Introduced a system of contact center best practices that reduced customer complaints by 41%.
  • Processed 12 customer requests per day, maintaining an average satisfaction rating of 61%.
  • Facilitated customer de-escalation to resolve complex issues, leading to a 72% improvement in NPS.
  • Reduced average call handling time by 84% without compromising service quality, resulting in faster resolution and improved customer satisfaction.
  • Collaborated with quality assurance teams to improve CSAT scores by 23% through targeted feedback sessions.
  • Successfully managed a daily queue of 17 inbound calls while maintaining a customer satisfaction score of 25%.
  • Recognized with President's Club for consistent delivery of excellent service; maintained a call resolution rate of 20%.
  • Resolved complex billing discrepancies, improving financial accuracy and reducing outstanding customer balances by 7.
  • Increased sales 5% over 18 months.
  • Implemented new call escalation process, reducing call escalations by 43% and improving first call resolution.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • National Association of Social Workers
  • Association for Computing Machinery
  • Society of Workforce Planning Professionals (SWPP)
  • Society of Women Engineers
  • Help Desk Institute (HDI)
  • Knowledge Management Institute (KMI)
  • Customer Service Leadership Forum
  • Association of Support Professionals (ASP)

Certifications

  • Agile Customer Service Professional - Northwind
  • Google Workspace Customer Care Certification - Google
  • Certified Call Monitoring Professional - Ironclad Systems
  • First Aid/CPR Certified
  • Help Desk Manager Certification (Harbor & Co.)
  • CompTIA Security+
  • Call Center Manager Certification – Harbor & Co.
  • Certified Customer Service Professional (CCSP) - Summit Group
  • Customer Engagement Specialist Certification Vantage
  • Certified Business Analysis Professional (CBAP)

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