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Skills

  • Claims analysis
  • Active Data Online
  • Consistently meets sales goals
  • Multi-line phone talent
  • Clerical support
  • Key holder experience
  • i-channel contact center software
  • Cross-functional collaboration
  • Schedule mastery
  • CallSelect communication systems

Work Experiences

  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Trained 7 new employees in procedures and policies in order to improve team performance each quarter.
  • Worked night and weekend shifts, securing $14 in orders in three years during the holiday season.
  • Kept the program and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Alerted management after spotting potential shoplifters.
  • Answered product questions using up-to-date sales and store promotions information.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Customer service expert with 13 years of experience resolving account and service issues for category clients.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Successful Customer Care Associate with 9 years of customer service experience by implemented.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.

Accomplishments

  • Designed and piloted a customer loyalty rewards program, which resulted in a 24% increase in customer retention within 18 months.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Created customer service scripts for common issues, enhancing agent productivity and exceeding service level agreements (SLAs) by 73%.
  • Formulated data-driven solutions to address recurring service issues, successfully reducing customer complaints by 37% over several months.
  • Developed and managed a customer satisfaction dashboard, tracking KPIs and providing insights that led to a 29% increase in customer retention over time.
  • Executed personalized customer outreach campaigns via email and phone, leading to a 70% improvement in satisfaction scores.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Developed employee training modules on new customer service protocols, increasing team efficiency by 40%.
  • Proactively reviewed customer queries and complaints, adjusting service protocols which led to process improvements, cutting response times by 79%.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Affiliations

  • Member, Society for Customer Satisfaction Evaluators - 2021
  • Attendee, Annual Customer Relations Excellence Awards Gala - 2015
  • Member, North American Customer Experience Association (NACEA) - 2021
  • Member, International Association of Customer Service Professionals (IACSP), 2020
  • Contributor, Customer Retention Strategy Webinar Series - 2015
  • Member, National Customer Service Association (NCSA) - 2023
  • Affiliated with the Customer Service Institute of America (CSIA) - 2024
  • Speaker, Innovations in Technology-Driven Customer Engagement Summit - 2023
  • Affiliate, Denver Professional Association of Customer Engagement (PACE) - 2015
  • Contributor, Customer Feedback Analysis Forum - 2023, Virtual

Certifications

  • Computer Training Certificate
  • Certified Customer Service Professional (CCSP) - Northwind
  • HubSpot Service Software Certification - 2020
  • Adobe Certified Expert (ACE) QuickBooks
  • American Academy of Financial Management (AAFM)
  • Advanced CX Management Certification - Ironclad Systems
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Success Manager (CCSM) - 2015
  • Association for Project Management (APM)
  • Certified Public Accountant (CPA)

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