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Skills

  • Schedule coordination
  • Team building
  • MS Office
  • Communications
  • Expertise in sales
  • Building brand awareness
  • Customer outreach
  • CCTV
  • Research ability
  • Project organization

Work Experiences

  • Responded to customer inquiries in order to improve customer satisfaction.
  • Was in charge of overseeing and evaluating the activities of the customer service staff, as well as providing regular performance feedback.
  • Provided friendly, knowledgeable service and support in response to customer requests.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Achieved a resolution success rate of 69%.
  • Quickly responded to customers both online and in person to improve the company's customer service ratings.
  • Aided staff in resolving complex customer issues and putting targeted solutions in place.
  • Created KPI reports to keep track of and improve key metrics.
  • Communicated effectively with a variety of departments, including process and framework, by using active listening, open-ended questioning, and appropriate response skills.
  • Trained and mentored team members on how to provide welcoming, professional service while following established service models.

Summaries

  • Looking for a new professional challenge and a position that will help me advance my career.
  • Diplomatic Customer Service Assistant Supervisor with 12+ years of customer service experience in process environments.
  • Customer service-oriented professional with a positive attitude and client relations and strategic planning abilities.
  • Professional with extensive experience in streamlining processes, supervising team members, and completing quality assurance.
  • German and French are both fluent.
  • Team leader with a strong method background and a motivating and encouraging personality.
  • Retail professional who is well-organized and proactive, with excellent communication skills and a positive attitude.
  • Client relations and team leadership have been demonstrated to be proficient.
  • Customers are consistently satisfied, loyalty is built, and retention processes are driven.
  • Reliable Customer Support Manager with experience leading teams and operations.

Accomplishments

  • Enhanced customer retention metrics by implementing retention-focused follow-up procedures, resulting in a 75% increase in repeat customers.
  • Coordinated daily schedules and workloads to ensure a balanced distribution of service requests, resulting in a 58% drop in customer wait times.
  • Built partnerships with third-party vendors to enhance service offerings, reducing time-to-resolution for external issues by 4 days.
  • Streamlined the customer service escalation process, reducing resolution time for high-priority disputes by 56%.
  • Worked directly with the sales and marketing teams to identify customer pain points, contributing to a 66% increase in upsells and cross-sells.
  • Collaborated with cross-functional teams to implement an enhanced CRM system that improved data tracking efficiency by 82%.
  • Assisted in developing a new customer loyalty program, contributing to an increased retention rate of 29% among top-tier clients.
  • Led and mentored a team of 11 customer service representatives, achieving a 62% improvement in customer satisfaction scores within 2015 months.
  • Designed and led quarterly assessments of team performance, driving continuous improvements and increasing customer satisfaction by 37%.
  • Designed a customer feedback loop utilizing surveys and product insights, which led to the reduction of product-related complaints by 79%.

Affiliations

  • Member of the Customer Strategy Network, advancing skills in aligning customer service and product development initiatives.
  • Recipient of 2017 certificate in Conflict Resolution & Mediation from Brightline, specialized for customer retention improvement.
  • Regular attendee at workshops organized by the Customer Support Leadership Forum, specializing in coaching and performance enhancement.
  • Member of Customer Experience Professionals Association (CXPA), specializing in enhancing end-to-end customer experience strategy.
  • Part of the International Institute of Customer Service, earning recognition for exceeding service-level goals and improving customer satisfaction.
  • Professional member of the Society for Human Resource Management (SHRM), for expertise in team leadership and workforce compliance.
  • Attended Cedar Works’s conference on AI in Customer Service, focusing on adopting technological solutions for improving KPIs.
  • Completed a course in Effective Leadership in Customer Care through initiative, improving team management strategies.
  • Member of the National Customer Service Association, promoting excellence in customer service through networking and certification programs.
  • Certified Customer Experience Specialist through the Customer Experience Professionals Association (CXPA), enhancing customer follow-up strategies.

Certifications

  • CompTIA Security+
  • American Academy of Financial Management (AAFM)
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP)
  • Certified Call Center Manager (CCCM) - category
  • Lean Six Sigma Yellow Belt Certification - category
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • Certified Live Chat Support Supervisor - SAP
  • Human Resources in Customer Service Leadership - metric

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