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Skills

  • Staff education and training
  • Escalation handling and tier-2 support
  • Medical terminology knowledge
  • Collaborating with other departments for process improvements
  • Follow-up and post-service engagement
  • Customer satisfaction tracking and reporting
  • Training development aptitude
  • Key holder experience
  • Ability to meet or exceed sales targets
  • Handling confidential customer information with discretion

Work Experiences

  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Handled over 4 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided clients with basic technical support for a variety of system company products.
  • Used a POS system to itemize and total the purchases of 13 customers.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept up to date on product and service changes.
  • Kept the category and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.

Summaries

  • Hardworking Call Center Phone Representative with 15 years of telecommuting experience meeting customer needs.
  • Dedicated to exceeding expectations and leading the team to success.
  • Call Center Phone Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Dedicated to meeting and exceeding category objectives through effective communication and metric abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Achieved success in providing unsurpassed customer service.
  • Fluent in Mandarin. Personable and professional communicator.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 2 years.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to improve the call-handling process, reducing wait times by 49%.
  • Expertly managed customer confidentiality in accordance with regulations, achieving ITIL compliance in 2022.
  • Increased customer satisfaction scores by 67% through active listening and quick problem resolution on service recovery calls.
  • Developed detailed call reports that positively influenced decision-making, resulting in a 20% reduction in repeat customer issues.
  • Reduced call handling times by 79% through improved time-management strategies and optimized call scripts.
  • Reduced customer hold times by implementing a new call routing system leading to a 78% decrease in abandoned calls.
  • Played a key role in reducing escalation cases by 23% through efficient call handling and problem-solving skills.
  • Collaborated with management to develop strategies that improved overall customer service response metrics by 71%.
  • Proactively identified recurring customer issues, leading to process updates that reduced repeat complaints by 82%.

Affiliations

  • Help Desk Institute (HDI) – Call Center Focus
  • Society of Women Engineers
  • Customer Contact Week (CCW) Network
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • International Society of Customer Experience (ISoCX)
  • American Medical Informatics Association
  • Certified Professional in Talent Development (CPTD) through the Association for Talent Development (ATD)
  • International Association of Administrative Professionals
  • Global Outsourcing Association of Call Center Professionals

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Zendesk Certified Administrator
  • Virtual Customer Service Manager Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Data-Driven Customer Service Certification
  • CRCR: Certified Revenue Cycle Representative (Healthcare specific)
  • Certified Public Accountant
  • Certified Call Center Manager (CCCM)
  • Interpersonal Communication Skills Certification
  • ICMI Certified Contact Center Manager (CCCM)

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