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Skills

  • Multi-line phone talent
  • Medicare and Medicaid eligibility
  • Exceptional time management skills
  • Key holder experience
  • Client relations strength
  • Active Data Online
  • Receiving support
  • Order fulfillment
  • Key account management
  • CallSelect communication systems

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Provided friendly, knowledgeable service and support in response to customer requests.
  • Identified
  • Customer service training processes were implemented and developed by me.
  • Attended 16 team meetings to express my concerns and provide constructive feedback to others each month.

Summaries

  • Innovative
  • Ability to coach, lead, and develop employees, as well as strong people management skills.
  • Client Services Manager leads method and acts as a point of contact for clients and internal departments.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Expert
  • Fluent in Portuguese. Personable and professional communicator.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Client Manager is responsible for assisting account executives and account teams by performing administrative and client support tasks related to client accounts.
  • Seasoned
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Established cross-functional collaboration between sales, marketing, and customer support teams to streamline customer touchpoints, reducing friction in the customer journey by 16%.
  • Created strategies for data-driven customer account reviews, reducing attrition by 69% during 2019.
  • Revamped the complaint resolution dashboard, decreasing ticket escalation rate by 83% and increasing first-contact resolution rates.
  • Initiated a comprehensive customer journey mapping project to identify CX pain points, leading to a 19% improvement in proactive issue resolutions during 2022.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Developed and managed associate training plans focused on improving soft skills and technical support insights, reducing first-contact escalations by 31% in 6 months.
  • Procedure 7 WPM data entry rate, with 10% accuracy.
  • Developed a customer acquisition strategy through an omnichannel marketing campaign that increased new customer sign-ups by 85% within 6 months.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Researched and introduced cost-neutral changes to workflows used by the customer service team, resulting in a 78% boost in process efficiency without needing additional resources.

Affiliations

  • Association for Supply Chain Management (APICS)
  • International Customer Service Association (ICSA)
  • National Association of Call Centers (NACC)
  • Rotary International
  • Customer Experience Managers Association (CEMA)
  • Customer Service Professionals in Technology
  • Freemason
  • Lions Club
  • American Society of Safety Professionals
  • CX Network Leadership Studies Group

Certifications

  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • Emotional Intelligence (EQ) for Customer Service Professionals Certification
  • Leadership Essentials Certificate
  • Content Marketing Specialist Certification by HubSpot
  • Cisco Certified Network Associate (CCNA)
  • Customer Service Excellence Certification by Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP)

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