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Skills

  • Calendaring
  • Marketing
  • Invoice processing
  • Active listening
  • Stakeholder oversight
  • Policy and procedure adherence
  • Microsoft PowerPoint
  • Spreadsheets
  • Multi-Task Management
  • Payment management

Work Experiences

  • Kept track of everything.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Answered the phones for the main switchboard when the operator was out for lunch or unavailable.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Audited customer service procedures and collaborated with colleagues across the region to promote uniformity in all offices.
  • Handle sensitive information with discretion.
  • Identified
  • Developed and maintained strong working relationships with my peers and upper management.

Summaries

  • Customer Service Administrator with 14 years of experience consistently improving customer satisfaction by launched and optimized.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dependable
  • A valuable team member with exceptional listening skills.
  • Expert
  • With a successful career history spanning more than 13 years, I am confident in my abilities.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Administrator with extensive experience managing complex tasks and communicating with high-end clients.
  • Resourceful
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.

Accomplishments

  • Enforced SLA compliance, ensuring 60% of support queries were resolved within agreed timelines across Phoenix.
  • Regularly analyzed customer behavior trends via program, enabling the team to proactively resolve issues, resulting in a 15% improvement in overall customer experience.
  • Excelled in multi-tasking by handling 9+ inquiries per day while maintaining a customer satisfaction score above 63%.
  • Created and implemented an after-call resolution workflow that cut re-open rates by 61%.
  • Led a cross-functional team in a service tool migration, facilitating seamless transition with zero disruption to SLA compliance.
  • Provided one-on-one coaching sessions to procedure representatives, which led to a 37% increase in team compliance with quality guidelines.
  • Led the restructuring of the customer feedback loop, resulting in actionable insights that contributed to a 49% growth in repeat business.
  • Created custom client-facing reports detailing the resolution paths of complex issues, improving client transparency and satisfaction by 61%.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Trained and mentored 18 new hires, leading to a 26% faster ramp-up to full productivity.

Affiliations

  • Customer Contact Week (CCW) - Conference Attendee 2023
  • American Medical Informatics Association
  • International Association for Six Sigma Certification (IASSC) - Certified Green Belt
  • American Marketing Association
  • Customer Service Institute of America (CSIA) - Fellow Member
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Society of Women Engineers
  • Project Management Institute (PMI) - Certification Program
  • Contact Center World Member

Certifications

  • Advanced Escalation Management Certification – Vantage
  • Customer Relationship Professional Certification (CRP) – Lakeside Partners
  • Certified Customer Service Professional (CCSP) - Ironclad Systems
  • Apple Certified Associate (ACA)
  • Association for Project Management (APM)
  • CompTIA Network+
  • Certified IT Service Desk Professional – HDI
  • Certified Public Accountant (CPA)
  • Google Customer Service Specialization – Google/Coursera
  • Certified Email Support Specialist (CESS) – Cedar Works

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