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Skills

  • Typing proficiency
  • Microsoft Office Suite
  • Mediation
  • Filing
  • Business development understanding
  • Product organization
  • Customer retention strategies
  • Business Strategy
  • Technologically savvy
  • Effective customer communication

Work Experiences

  • Ranked as the most effective in coordinated out of 3 representatives.
  • Answered an average of 5 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Helped customers understand business ServiceNow offerings and made purchases go smoothly.
  • Talked to customers to figure out the best ways to solve service and billing issues.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Made 10 outbound calls to existing customers each week, which resulted in a 7% increase in sales.
  • Facilitated program orders and ensured that they were completed accurately and on time.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.

Summaries

  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Willing to travel and work a variety of shifts.
  • Through skilled care and attention to needs, a diligent Customer Service customer service leader can turn dissatisfied customers into loyal business advocates.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Mentoring and coaching skills in a dynamic professional.
  • Customer Service Representative with experience working in a variety of process and customer service environments.

Accomplishments

  • Achieved status as one of 4 top sales performers in the region comprised of 8 stores.
  • Facilitated communication with customer service teams in 18 regions, ensuring consistent support standards across international operations.
  • Minimized churn rate by overseeing the development of a customer retention program, leading to a 48% decrease in cancellations over three years.
  • Provided support for new product launches, educating clients and reducing the number of follow-up inquiries by 75% during the launch phase.
  • 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.
  • Collaborated with the analytics team to develop real-time customer feedback tools, improving response times by 52% and enhancing overall service quality.
  • Analyzed customer complaint data to pinpoint and rectify recurring issues, resulting in a 81% reduction in repeat complaints over the past year.
  • Implemented proactive customer follow-up strategies that resolved 59% of issues before escalation, improving overall customer experience ratings.
  • Achieved a customer service satisfaction rate of 76% by focusing on timely and effective resolutions across all communication channels.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.

Affiliations

  • Member, Professional Association for Customer Engagement (PACE), Focused on proactive customer engagement strategies, initiative
  • Member, Association of Support Professionals (ASP), Participated in webinars on multichannel customer engagement strategies, process
  • Certified Zendesk Support Specialist, Recognized by Harbor & Co., 2022
  • Member, National Association of Sales Professionals (NASP), Focused on Customer Engagement Strategies, initiative
  • Member, Women in Customer Service & Support (WCSS), Fostering diversity in customer service roles, category
  • Volunteer Coordinator, Annual Customer Relations Charity Drive, Managing multichannel outreach, 2021, Boston
  • Affiliate, Global Customer Experience (CX) Network, Contributing to roundtables on customer journey mapping, category
  • Certified in Service Recovery Protocol Development by Meridian, 2021
  • Certified Contact Center Operations Manager through category, 2017
  • Active Participant, Support Driven Community, Collaborating on best CX practices and handling high-volume inquiries, process

Certifications

  • Adobe Certified Expert (ACE) SAP
  • CompTIA Security+
  • Microsoft Office Specialist (MOS)
  • Certified Customer Care Automation Specialist
  • Certified Relationship Marketing Professional (CRMP)
  • Certified Customer Engagement Manager (CCEM)
  • Association for Project Management (APM)
  • Certified Public Accountant (CPA)
  • American Academy of Financial Management (AAFM)
  • Cisco Certified Network Associate (CCNA)

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