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Skills

  • Invoice processing
  • Flexible schedule
  • Travel planning
  • Courteous demeanor
  • Excellent multi-tasker
  • Microsoft Office Suite
  • Stocking and replenishing
  • Display design
  • Staff education and training
  • Interpersonal communication skills

Work Experiences

  • I'm making some new accounts.
  • Collaborated with managers and other team members to resolve difficult or complex customer issues.
  • Averaged 8 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Processed refunds to satisfy customers, prioritizing and maintaining revenue where possible when other options were exhausted or refused.
  • Identified
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Made a proposal
  • Invented
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Resolve customer service or billing complaints by refunding money and adjusting bills, among other things.

Summaries

  • Experienced in keeping confidential and sensitive information private.
  • Dedicated to meeting and exceeding program objectives through effective communication and system abilities.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Product, practice, and regulatory requirements knowledgeable in the Customer Service.
  • Customer Care Representative with over 13 years of experience in service and support who is personable, friendly, and solution-oriented.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer Care Representative with 2 years of customer service experience in category settings is available.
  • Willing to travel and work a variety of shifts.
  • Knowledge of ServiceNow and Power BI to a high level.

Accomplishments

  • 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.
  • Introduced customer journey mapping practices that identified service gaps, reducing complaints by 59% and increasing repeat business.
  • Collaborated with logistics teams to resolve escalated delivery issues, achieving a 58% on-time delivery rate.
  • Framework 2 WPM data entry rate, with 15% accuracy.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactively engaged with customers to gather feedback after product/service delivery, increasing NPS score by 41%.
  • Automated repetitive customer queries using Salesforce, streamlining service workflows and decreasing customer wait times by 5 minutes.
  • Utilized empathy and active listening skills to handle escalated customer complaints, achieving a 37% satisfaction rate on resolved issues.
  • Identified common customer pain points through call data analysis, improving satisfaction rates by 69%.

Affiliations

  • Rotary International
  • Project Management Institute
  • International Association for Conflict Management (IACM)
  • American Society of Safety Professionals
  • National Association of Call Centers
  • Certified Customer Journey Professional (CCJP), Customer Experience Professionals Association
  • Certified Contact Center Manager (CCCM) from framework
  • Association of Information Technology Professionals
  • Train-The-Trainer Certification from Ironclad Systems
  • Awardee of the 2020 Customer Care Excellence Award from Northwind

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Salesforce CRM Specialist Certification
  • Lean Six Sigma Yellow Belt Certification
  • Microsoft Office Specialist (MOS) method
  • Active Listening and Empathy Training Certification by Cedar Works
  • ITIL v4 Foundation by Summit Group
  • Customer Relationship Management (CRM) Certified by procedure
  • Customer Service Professional Certificate
  • Customer Experience Design (CXD) Certification by metric
  • Handling Difficult Customers Certificate by process

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