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Skills

  • Knowledge base management
  • Live chat communication
  • Empathetic communication skills
  • Organization
  • Credit report pulling
  • Billing discrepancy resolution
  • Budget preparation
  • Multilingual communication
  • Team management
  • Third-party collaboration

Work Experiences

  • Actively coached new hires on chat etiquette.
  • Awarded Top Performer for maintaining a perfect attendance record and achieving the most positive customer feedback scores in 2017.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved Employee of the Year for highest resolution rate.
  • Collaborated with engineering.
  • Oversaw the delivery of system project by process team, which resulted in framework.
  • Collaborated with legal and compliance teams to ensure all chat scripts adhered to process, reducing compliance risks by 72%.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Awarded Employee of the Year for perfect attendance.
  • Achieved process improvement in NPS.

Summaries

  • Collaborative and proactive Chat Agent with a focus on resolving escalations, successfully handling 50% of escalated cases and improving team performance.
  • Accomplished Chat Agent with a focus on high-severity issue resolution, reducing troubleshooting resolution time from 18 months to 18 months and maintaining exceptional customer satisfaction.
  • Achieved 24% increase in customer retention.
  • Consistently met performance targets.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved a 65% reduction in usability issues.
  • Consistently improved NPS scores.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Achieved this over one year.
  • Achieved the highest feedback scores in 2017.

Accomplishments

  • Improved customer satisfaction to 35% by personalizing responses and offering timely solutions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored chat logs to refine troubleshooting procedures, reducing escalated chats by 42%.
  • Automated common queries through chat scripts, improving team efficiency and reducing manual interventions by 15%.
  • Leveraged customer data insights to develop a comprehensive FAQ resource, reducing agent dependency on supervisors by 82%.
  • Handled 9 simultaneous chats during peak times, maintaining an average satisfaction score of 64%.
  • Resolved product issue through consumer testing.
  • Reduced average handling time by 17% by utilizing self-service tools and quick-access FAQs.
  • Partnered with product team to roll out feature updates, reducing troubleshooting tickets for that feature by 49%.
  • Exceeded KPIs by solving 19% of customer inquiries on the first interaction.

Affiliations

  • Freemason
  • Lions Club
  • Customer Service Support Training (CSST) with Familiarity of ServiceNow
  • National Association of Social Workers
  • Certified Help Desk Professional (CHDP) - 2024
  • International Customer Management Institute (ICMI)
  • Association for Support Professionals (ASP)
  • Cross-functional Contact Center Leadership Group (CCLG)
  • Professional Association for Customer Success (PACS)
  • Billing and Invoice Resolution Experts (BIRE)

Certifications

  • Certified Performance Analytics Professional by method
  • Certified AI & Machine Learning for Support Professionals by Lakeside Partners
  • Call Center Customer Support Certification by Meridian
  • CompTIA Security+
  • Certified Service Improvement Champion by Harbor & Co.
  • Gorgias Certified Customer Support Specialist
  • Lean Six Sigma Yellow Belt Certification
  • Certified Live Chat Agent by program
  • CX (Customer Experience) Mastery Certification by Brightline
  • Certified Business Analysis Professional (CBAP)

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