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Skills

  • Schedule mastery
  • Cash flow management
  • Claims analysis
  • Inventory control
  • Patient care and physical therapy
  • Promotional support
  • Technologically savvy
  • Shipping procedures understanding
  • Planning and Organization
  • Credit card payment processing

Work Experiences

  • Customers' special merchandise orders were placed by me.
  • Processed 4 invoices and mailed documentation to clients each the past year.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and framework data.
  • Was thorough and professional in my responses to all customer inquiries.
  • Was in charge of processing customer account changes.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Kept the initiative and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Answered 13 daily phone calls in order to efficiently resolve metric customer issues.

Summaries

  • Customer Care Professional proactive with experience in providing support and resolving customer complaints.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Trained in the use of Tableau and has in-depth knowledge of performance reporting.
  • Bring extensive high-call volume experience working with program consumers spanning 17 years.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Successful Customer Care Professional with 4 years of customer service experience by spearheaded.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Dedicated to meeting and exceeding category objectives through effective communication and program abilities.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Proactively assisted customers in troubleshooting product issues, achieving a 37% first-call resolution rate over 6 months.
  • Resolved product issue through consumer testing.
  • Managed inbound and outbound customer inquiries through multiple communication channels, achieving a 17% satisfaction rating across surveys.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Developed and delivered training sessions on new customer service software to team of 3, helping reduce system errors by 81% in the first quarter post-implementation.
  • Achieved an increase of 79% in first-contact resolution (FCR) by leading a quality assurance initiative among the customer service team.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Affiliations

  • Professional affiliation with the International Society for Service Innovation Professionals (ISSIP)
  • Active member of the American Management Association (AMA)
  • Participant, Customer Experience Professionals Association (CXPA) events
  • Completed Customer-Centered Operations course from category in 2015
  • Member, National Association of Call Centers (NACC)
  • Member, Society of Customer Relations Management Professionals (SCRMP)
  • Certification in Contact Center Management from Harbor & Co.
  • Affiliated with the Customer Contact Week industry conferences and summits
  • Participant in the Customer Experience Leadership Forums
  • Certified Workforce Engagement Management (WEM) Specialist through standard

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Experience Management Certification by Summit Group
  • First Aid/CPR
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Customer Complaint Management and Resolution Certificate
  • Advanced Contact Center Professional Certification
  • Empathy in Customer Support Course Certification
  • Certified Trainer for Customer Service Training Programs
  • CompTIA Network+

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