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Skills

  • Order fulfillment
  • Retail store support
  • Staff education and training
  • Increased employee productivity through new protocols
  • CRM
  • Receiving support
  • Data privacy and compliance knowledge
  • Team collaboration and leadership
  • Recordkeeping strengths
  • Stock management

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Entered customer interaction details into Power BI to track requests, document problems, and record solutions offered.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Created and maintained a detailed database to develop promotional sales.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Facilitated process orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Averaged 11 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • CEP Member Service Representative with 9 years of experience in dealing with customer requests and concerns.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 2 years.
  • Hardworking CEP Member Service Representative with 4 years of telecommuting experience meeting customer needs.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • ServiceNow expert with 3 years of experience in related roles.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer service specialist with over 5 years of experience resolving account and service issues for Customer Service clients.
  • Fluent in Portuguese. Personable and professional communicator.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Took ownership of escalated technical issues, closely working with human resources to resolve them within the past year, improving overall member trust.
  • Reduced service response times by automating standard member inquiries, leading to an increase in efficiency by 46%.
  • Handled complex member escalations, ensuring timely resolution and maintaining a retention rate of 49%.
  • Instrumental in increasing team productivity by 26% through a new task delegation model aimed at balancing workloads.
  • Monitored and tracked member feedback using Microsoft Excel to streamline service improvement efforts and deliver actionable insights.
  • Collaboratively resolved over 3 billing inaccuracies and prevented additional losses by improving system checks.
  • Collaborated with team of 14 in the development of standard.
  • Gathered and analyzed customer feedback to develop solutions that improved overall service levels, reducing negative feedback by 74%.
  • Contributed to a member outreach campaign that successfully brought back 15 dormant accounts, increasing retention by 37%.
  • Optimized case management system, resulting in enhanced record tracking and resolving outstanding inquiries 18 months faster.

Affiliations

  • Professional Association of Support Services Executives (PASSE)
  • Member of the National Association of Consumer Advocates (NACA)
  • Rotary International
  • Member of Toastmasters International - Public Speaking Proficiency
  • Project Management Institute
  • American Management Association (AMA)
  • International Social Media & Customer Support Association
  • Association for Computing Machinery
  • Customer Service Institute of America (CSIA)
  • International Council of Nurses

Certifications

  • CompTIA Security+
  • Emotional Intelligence and Empathy Training - Harbor & Co.
  • Certified Customer Service Supervisor (CSS)
  • Advanced Contact Center Operations Management
  • CompTIA A+ Technician
  • Salesforce
  • Certified in Customer Service Leadership (CCSL)
  • Cisco Certified Internetwork Expert (CCIE)
  • Zendesk Customer Support Specialist Certification
  • Certified Call Center Manager (eLearning)

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