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Skills

  • Retail store support
  • Team leadership and development
  • Multi-line phone talent
  • Sales expertise
  • Client service benchmarking against industry standards
  • Medical terminology knowledge
  • Collaborative project management
  • Client-specific service customization
  • Staff education and training
  • Account management

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.
  • Customer service training processes were implemented and developed by me.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Acquired 14 new customers, resulting in 10% revenue for the team.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Welcomed, greeted, and assisted customers, generating $7 in two years revenue in a high-traffic store.
  • Contributed to $5 in annual store sales per two years.
  • Increased the team's revenue by over $14 in sales.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 16 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Client Service Advisor who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Client Service Advisor with 16 years of successful risk assessment and data analysis experience.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Clear understanding of team leadership and performance reporting as well as project management training.
  • Strengths in client relations and cross-functional collaboration backed up by Customer Service training.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Resolved product issue through consumer testing.
  • Identified and resolved high-priority service delivery issues within tight deadlines, enhancing client trust and avoiding contract terminations with 5% of clients.
  • Created tailored service solutions that helped clients surpass their key performance indicators (KPIs) by 46% over a period of 12 months.
  • Developed comprehensive client service training that increased team competency by 51% and enhanced the department’s ability to meet SLAs.
  • Developed strong relationships with clients through ongoing communication, resulting in a 24% increase in customer retention over 14 months.
  • Maintained client relationships with top-tier accounts, achieving a renewal rate of 82% over 2021, driving long-term revenue growth.
  • Collaborated with team of 17 in the development of procedure.
  • Developed a data-driven service optimization strategy using Tableau, which decreased response times by 71% and improved service accuracy.
  • Documented and resolved system which led to process.
  • Resolved escalated customer complaints within 18 months, reducing at-risk client churn by 47% and increasing client retention.

Affiliations

  • Workshop Participant, Effective Client Communication Strategies
  • Certified CRM Professional through SAP Training Programs
  • Member, Association of Professional Customer Service Managers
  • Rotary International
  • Customer Contact Week (CCW) Attendee 2024
  • Participant, Global Service Best Practices Forum, 2020
  • Participant, Service-Oriented Architecture Workshop (SOA)
  • American Society of Safety Professionals
  • Freemason
  • Volunteer for Client Advisory Groups in Raleigh

Certifications

  • ITIL Foundation Certification in Service Management
  • Certified Sales Professional (CSP) - framework National Sales & Marketing Council
  • Certified Business Analysis Professional (CBAP)
  • Certified Business Relationship Manager (CBRM) - Business Relationship Management Institute
  • Certified Customer Success Manager (CCSM) - category
  • Salesforce
  • Client Relationship Management Certification - Meridian
  • Certified Public Accountant (CPA)
  • Certified Customer Experience Practitioner (CCXP) - 2021
  • Complaints Handling Certificate - The Institute of Customer Service

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