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Skills

  • Tableau software
  • Call center transactions
  • Computer literate
  • Insurance policy review
  • Client relations strength
  • Personable
  • Conflict resolution
  • Credit card payment processing
  • Multi-line phone talent
  • Consistently meets sales goals

Work Experiences

  • Provided translation services for a 16-person team to meet the needs of Mandarin-speaking customers.
  • Calculated accurate sales prices for purchase transactions.
  • Kept up with market and product trends to effectively answer customer questions.
  • Invented
  • Won
  • Helped customers with their questions and concerns, which resulted in a 4% reduction in complaint calls.
  • Used Salesforce to complete client relations, which resulted in metric.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Returns and exchanges were handled by me.

Summaries

  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Focused on customer service
  • Pragmatic
  • Customer Advocate who is eager to work in a fast-paced, dynamic environment.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Dependable
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Communication skills are excellent with both coworkers and customers.

Accomplishments

  • Converted 17% of negative customer feedback into positive outcomes through focused follow-up and issue resolution.
  • Championed cross-team communication initiatives, reducing resolution handover time between departments by 22%.
  • Provided bi-quarterly cross-departmental training sessions on omni-channel support, resulting in a 41% improvement in cross-channel customer experience.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Led the escalation team in Phoenix, enabling a 54% reduction in Tier-2 issue resolution times.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Optimized multichannel support operations, minimizing downtime on chat and phone by 78% through enhanced workforce scheduling.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Developed relationship-building techniques that increased customer retention by 40% year-over-year.

Affiliations

  • Certified Customer Engagement Specialist, recognized by Brightline, 2021
  • Member, International Association of Support Professionals (IASP), member since 2023
  • Member, Contact Center Association of the Midwest, professional affiliation since 2015
  • Certified by International Customer Management Institute (ICMI) for Scrum Master, 2024
  • Certified Customer Success Manager (CCSM), Certification # initiative, 2019
  • Volunteer, Society for Customer Support Professionals (SCSP), 2017
  • Presented at Customer Experience Summit on ‘Innovations in Wait Time Reduction,’ 2016
  • Coordinator of the ‘Customer Feedback into Product Development’ initiative at Summit Group, 2018
  • Co-founder, Customer Support Professionals Group, established 2020
  • Member, Customer Success Network, participant in mentoring program since 2023

Certifications

  • Salesforce
  • Certified Customer Experience Professional (CCXP)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Certified Frontline Support Manager (CFSM) from Service Desk Institute
  • Customer Experience Specialist (CXS) Certification by CCI
  • Customer Service Representative Certificate
  • Microsoft Office Specialist (MOS)
  • SAP Certified Application Associate

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