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Skills

  • Call wait-time reduction
  • Credit card processing
  • Data entry
  • Building strong client relationships
  • Receiving support
  • Service standard compliance
  • Conflict resolution
  • Customer callback system implementation
  • Customer dispute resolution
  • Active listening and problem-solving

Work Experiences

  • Used a POS system to itemize and total the purchases of 8 customers.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Responded to customer calls in a timely and professional manner.
  • Customers were notified of upcoming sales events and promotions.
  • Increased the team's revenue totals by bringing in more than $15 in personal two years sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Replaced out-of-stock items with new QuickBookss to satisfy dissatisfied customers.
  • Provided prompt and courteous assistance to customers in person and over the phone.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Worker with a strong understanding of initiative organization and program product issues.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Successful Call Center Specialist with 15 years of customer service experience by improved.
  • Customer Service Representative with experience working in a variety of program and customer service environments.
  • Strengths in vendor management and team leadership backed up by Customer Service training.
  • Call Center Specialist is a driven Call Center Specialist who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Summit Group.

Accomplishments

  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Identified key areas of improvement in the workforce management system, saving the company 5 hours in scheduling each month.
  • Facilitated a productivity workshop for the team, resulting in a 54% boost in call completion rates without sacrificing quality.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Reduced average handling time by 85% through process optimizations and scripting enhancements for common inquiry types.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Utilized active listening techniques to de-escalate customer concerns, reducing escalation calls by 17% over 6 months.
  • Implemented a customer satisfaction initiative that led to a 44% improvement in NPS for inbound call interactions.
  • Achieved Excellence Award, based on performance indicators such as accuracy, response time, and customer retention.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.

Affiliations

  • Customer Relations Specialists National Membership (CRS-NM)
  • Society of Consumer Affairs Professionals (SOCAP)
  • Advanced Communication Skills Training, process
  • Association for Talent Development (ATD) – Customer Service Focus
  • Certified Customer Success Manager (CCSM) Six Sigma
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Customer Experience Specialists Network (CXSN)
  • Association of Information Technology Professionals
  • Jaycees

Certifications

  • Google Certified Professional Cloud Architect
  • Six Sigma Green Belt Certification
  • First Aid/CPR Certified
  • Certified Cloud Contact Center Specialist
  • Certified Public Accountant (CPA)
  • Soft Skill Development and Emotional Intelligence Training
  • CompTIA A+ Technician
  • Salesforce Service Cloud Consultant Certification
  • Customer Experience Management (CEM) Certification
  • CompTIA Network+

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