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Skills

  • Strategic sales knowledge
  • Retail store support
  • Call queue management
  • Money handling abilities
  • Complaint resolution
  • Report preparation
  • Performance metrics analysis
  • Professional telephone demeanor
  • Retail materials management
  • Achieving daily call handling quotas

Work Experiences

  • Provided ongoing guest service, which included HubSpot recommendations.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Ensure that customers and internal departments are properly communicated with.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided clients with basic technical support for a variety of initiative company products.
  • In the top 7% of employees for successful streamlined.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Achieved success in providing unsurpassed customer service.
  • Call Center Representative Specialist is a service-oriented Call Center Representative Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Hardworking Call Center Representative Specialist with 17 years of telecommuting experience meeting customer needs.
  • Under duress, personable and professional.
  • Worker with a strong understanding of category organization and standard product issues.
  • Motivated to keep customers happy and contribute to the company's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Call Center Representative Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Developed training modules on customer service techniques that are still in use, achieving 45% improvement in new hire performance metrics.
  • Processed a daily average of 16 inbound and outbound calls, consistently achieving a client satisfaction score higher than 23% over 6 months.
  • Documented and resolved system which led to standard.
  • Deployed new SOPs for escalation prevention, achieving a 45% increase in successful conflict resolution without managerial involvement.
  • Trained new call center representatives in live call-coaching strategies which improved their customer interaction success rates by 66% after two years.
  • Achieved certification in Scrum Master, enhancing the ability to address technical service queries effectively, contributing to a 82% boost in resolution rates.
  • Audited 10 daily logs, ensuring accuracy in the recording of customer data, which led to a reduction of administrative errors by 56%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed recurring customer feedback using Workday to identify and recommend operational improvements, which resulted in a 46% reduction in repeat helpdesk inquiries.
  • Collaborated with team of 14 in the development of category.

Affiliations

  • Rotary International
  • American Society for Training & Development (ATD)
  • Customer Service Institute of America (CSIA)
  • Project Management Institute
  • Call Center Network Group (CCNG)
  • Institute of Customer Service (ICS)
  • The Association for Customer Loyalty Advocates (ACLA)
  • Society of Human Resource Management
  • National Customer Service Association (NCSA)
  • Certified Call Center Manager (CCCM) Certification from ICCA

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Lean Customer Service Process Certification – Lakeside Partners
  • Customer Service Excellence Certification Brightline
  • Conflict Resolution Specialist Certification Harbor & Co.
  • Certified Customer Experience Professional (CCXP)
  • Professional Customer Service Skills Certification – Lakeside Partners
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)

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