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Skills

  • Insurance policy review
  • Call center transactions
  • POS systems knowledge
  • MS Office Suite
  • Credit card processing
  • International sales support
  • Stocking and replenishing
  • Cash flow management
  • Exceptional time management skills
  • Planning and Organization

Work Experiences

  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Completed physical inventory counts each one year.
  • Suggested alternatives when a product was out of stock.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Offering 10 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Customer service expert with 4 years of experience resolving account and service issues for system clients.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Care Advocate with 15 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Collaborated with team of 7 in the development of metric.
  • Streamlined workflows for processing returns and disputes, reducing average processing time by 9 hours and improving customer feedback.
  • Reduced operational costs by 3 through process automation and support workflow optimization in the customer service department.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Piloted a customer experience improvement project that increased NPS scores by 41% in several months.
  • Process Met and exceeded quotas generating 12+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Reduced customer escalation rates by 18% by offering personalized, proactive solutions and implementing follow-up procedures.
  • Used SAP to audit and streamline the response tracking process, leading to a 66% reduction in duplicate support requests.
  • Utilized customer feedback analytics to propose product enhancements, resulting in a 71% increase in customer retention for Power BI.

Affiliations

  • Customer Experience Foundation (CXF)
  • Customer Contact Week (CCW) Digital
  • Association of Information Technology Professionals
  • Women in Customer Service & Support (WICS)
  • Help Desk Institute (HDI)
  • Contact Center World
  • Global Institute for Customer Retention
  • International Organization for Standardization (ISO) – ISO 10002 for customer satisfaction
  • Association for Supply Chain Management (APICS)
  • Freemason

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation Certification for Customer Support
  • ISO 10002 Internal Auditor (Customer Satisfaction) Certification
  • Sales Manager Certificate
  • Certified Billing and Disputes Specialist (CBDS)
  • Sales Essentials Certificate
  • Advanced Vendor Relationship Management Certificate
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Customer Communication Skills Certification - Cedar Works

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