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Skills

  • Microsoft PowerPoint
  • Corporate Communications
  • Filing
  • Microsoft Outlook
  • Courteous demeanor
  • Multi-line phone talent
  • Recordkeeping strengths
  • Cheerful and energetic
  • Austin Logistics call center systems
  • Spreadsheets

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Was quick to respond to potential customers' questions and requests.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Educated employees on company procedures and services.
  • Averaged 16 new customers per month, generating 2% of the team's revenue using the system approach.
  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Suggested alternatives when a product was out of stock.
  • Meticulously and quickly documented all customer inquiries and comments.
  • Trained 8 new salespeople each quarter.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Bring extensive high-call volume experience working with standard consumers spanning 3 years.
  • Customer service expert with 11 years of experience resolving account and service issues for method clients.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Contact Center Representative proactive with experience in providing support and resolving customer complaints.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Dedicated to learning, growing, and succeeding in Customer Service.

Accomplishments

  • Developed a workforce analytics report that accurately predicted peak call volumes, reducing customer wait times by 32% minutes on average.
  • Implemented an upselling training program for new hires, resulting in an average daily upsell rate increase of 16% within 13 months.
  • Achieved a customer complaint resolution rate of 40%, contributing to a 40% improvement in overall NPS scores.
  • Awarded 'Employee of the Month' 17 times for exceeding performance targets and maintaining consistently high customer satisfaction.
  • Partnered with the finance team to resolve complicated billing issues, recovering an average of $5 per dispute resolved.
  • Method 11 WPM data entry rate, with 15% accuracy.
  • Facilitated sales of extended service plans, boosting revenue by 33% through effective cross-selling techniques.
  • Improved first-call resolution rate by 30% by collaborating with the QA team to refine call scripts and customer handling procedures.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Achieved status as one of 13 top sales performers in the region comprised of 10 stores.

Affiliations

  • Help Desk Institute (HDI) - Service Desk Certification
  • National Retail Federation (NRF) - Customer Engagement Program
  • Certified Help Desk Manager (CHDM) - method
  • Project Management Institute (PMI) - Member, 2022 Chapter
  • Customer Service Guru Academy - Certification in Active Listening
  • Professional Association for Customer Engagement (PACE)
  • American Society for Quality (ASQ) - Customer Service Quality Division
  • Society of Women Engineers
  • American Management Association (AMA) - Upselling Strategies Workshop
  • International Customer Service Association (ICSA)

Certifications

  • Professional Certificate in Process Optimization from Lakeside Partners
  • Certified Fraud Examiner (CFE)
  • Certified in Professional Customer Care (CPCC) from Harbor & Co.
  • Certified Professional in Customer Service (CPCS)
  • Cisco Certified Support Desk Technician (CCSDT)
  • Certified Call Center Quality Analyst
  • SHRM Certified Professional (SHRM-CP)
  • Certified Protection Officer (CPO)
  • Managing Difficult Customer Interactions Certificate from Summit Group
  • Advanced Customer Service and Conflict Resolution Training

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