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Skills

  • Verbal and written communication skills
  • Account management for ServiceNow services
  • Route dispatch
  • POS systems expert
  • Conflict de-escalation techniques
  • Medical terminology knowledge
  • Professional telephone demeanor
  • Stocking and replenishing
  • Complaint resolution
  • Time management and prioritization

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer service training processes were implemented and developed by me.
  • Processed 4 invoices and mailed documentation to clients each 6 months.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Used a POS system to itemize and total the purchases of 2 customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Educated employees on company procedures and services.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Relationship Advocate is a multi-talented Customer Relationship Advocate who is consistently rewarded for planning and operational improvements.
  • Tableau and initiative techniques have been taught to me.
  • Bring extensive high-call volume experience working with system consumers spanning 15 years.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Dedicated to meeting and exceeding method objectives through effective communication and system abilities.
  • Customer Relationship Advocate proactive with experience in providing support and resolving customer complaints.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Facilitated cross-team meetings to resolve blockers, reducing overall project delivery time by 58%.
  • Reduced average case resolution time by 15 days through refined escalation protocols and streamlined service workflows.
  • Successfully upsold products and services to 6 clients, generating additional revenue of $9 annually.
  • Increased team productivity by 63% by implementing dynamic scheduling and effective prioritization techniques.
  • Collaborated with a team of 2 to enhance the customer onboarding experience, leading to a 32% higher activation rate.
  • Led efforts to decrease support ticket volume by 56% through the introduction of automated response workflows.
  • Trained 2 new hires in customer service best practices, improving team efficiency and reducing turnover by 62%.
  • Developed and implemented client retention strategies that reduced churn by 59% within 10 months.
  • Demonstrated leadership in resolving complex service issues, reducing time to resolution by 4 hours for escalated cases.

Affiliations

  • National Association of Social Workers
  • Customer Retention Association (CRA)
  • International Customer Service Association (ICSA)
  • American Marketing Association (AMA)
  • American Customer Satisfaction Index (ACSI)
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Lions Club

Certifications

  • Digital Customer Experience Management Certification Lakeside Partners
  • ITIL Foundation Certificate in IT Service Management - AXELOS
  • Salesforce
  • Certified Communication Skills Expert - Meridian
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • CompTIA Security+
  • CRM Business Analyst Certification - Northwind
  • Certified Relationship Manager (CRM) - initiative
  • Cisco Certified Network Associate (CCNA)

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