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Skills

  • First-Contact Resolution (FCR)
  • Independent decision-making
  • Organization
  • Customer service
  • First Aid/CPR
  • Communications
  • Multilingual communication
  • Team management
  • Regulatory compliance
  • Process improvement

Work Experiences

  • I'm interested in lifelong learning with a focus on procedure, program, and system courses.
  • Actively coached new hires on chat etiquette and resolution techniques, leading to 4 employees advancing in their roles within 6 months.
  • Achieved results in 6 months.
  • Achieved a 56% reduction in escalated inquiries.
  • Looked for industry trends on social media and through online sources.
  • Achieved President's Club for reaching the highest resolution rate within the team, resolving customer inquiries in an average of 13 minutes.
  • Collaborated with engineering.
  • Achieved 61% better agent productivity.
  • Collaborated with product development to improve self-service tools, reducing inbound inquiries by 27% and empowering users.
  • Automated chat workflows to increase response times by 21%, which directly contributed to faster resolution of customer issues.

Summaries

  • Demonstrated ability to communicate effectively with customers through excellent listening, speaking, and writing abilities.
  • Achieved the highest quality assurance scores.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved a 65% reduction in usability issues.
  • Achieved a 85% improvement in NPS.
  • Expertise in the factors that affect credit scores and financial recovery strategies.
  • Achieved 24% increase in customer retention.
  • Achieved the highest feedback scores in 2017.
  • Achieved this over one year.
  • Consistently maintained top performance.

Accomplishments

  • Successfully troubleshooted Jira issues, maintaining a 48% problem-resolution rate within stipulated SLA.
  • Collected and analyzed customer feedback to build a monthly satisfaction report, leading to consistent 37% improvements.
  • Reduced average handling time by 17% by utilizing self-service tools and quick-access FAQs.
  • Trained and onboarded 6 new chat agents within three years, ensuring smooth integration and reducing errors by 28%.
  • Handled 9 simultaneous chats during peak times, maintaining an average satisfaction score of 64%.
  • Forecasted customer support needs during product launches, leading to a 48% decrease in first-day inquiries.
  • Created and refined chat templates for common issues, reducing average resolution time for repetitive tickets by 45%.
  • Established and led cross-departmental collaboration for complex technical issues, reducing resolution time by three years.
  • Automated common queries through chat scripts, improving team efficiency and reducing manual interventions by 15%.
  • Achieved 41% positive feedback by employing effective customer communication strategies.

Affiliations

  • Customer Engagement Best Practices Forum (CEBPF)
  • International Council of Nurses
  • Complaints Management Forum (CMF)
  • Service Desk Institute (SDI)
  • Freemason
  • Help Desk Institute (HDI)
  • Association for Supply Chain Management (APICS)
  • CRM Systems Certification by HubSpot 2019
  • Certified Professional - Remote Support (CPRS) Harbor & Co.
  • Project Management Institute

Certifications

  • CompTIA Network+
  • Certified Service Improvement Champion by Harbor & Co.
  • Gorgias Certified Customer Support Specialist
  • Certified Performance Analytics Professional by method
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)

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