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Skills

  • Account management
  • Computer proficient
  • Effective time management and call queue management
  • Report preparation
  • Key stakeholder relationship building
  • Medical terminology knowledge
  • Bilingual or multilingual customer support method
  • Customer Relationship Management (CRM) software proficiency (method)
  • Complaint resolution and de-escalation strategies
  • CRM

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Kept up to date on product and service changes.
  • Customer service training processes were implemented and developed by me.
  • Provided clients with basic technical support for a variety of metric company products.
  • Answered an average of 17 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Was quick to respond to potential customers' questions and requests.
  • Used a POS system to itemize and total the purchases of 12 customers.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Processed 5 invoices and mailed documentation to clients each three years.

Summaries

  • Customer Service Call Center Agent is a multi-talented Customer Service Call Center Agent who is consistently rewarded for planning and operational improvements.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and framework department guidelines.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Fluent in German. Personable and professional communicator.
  • Within Customer Service, senior Customer Service Call Center Agent and outstanding performer in client relations and team leadership.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Among his accomplishments is the creation of a framework app for use in the program industry.

Accomplishments

  • Resolved product issue through consumer testing.
  • Managed
  • Recommended
  • Established
  • Reduced
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Solved
  • Recorded
  • Enhanced team’s usage of technology by introducing process, resulting in a more streamlined, unified case management process.
  • Won

Affiliations

  • Remote Working Association (RWA) - Call Center Agents Group
  • Member, Toastmasters International - Leadership and Communication Skills
  • American Medical Informatics Association
  • Toastmasters
  • Association for Computing Machinery
  • American Marketing Association
  • Certified Salesforce User - Customer Service Applications
  • Certified Customer Service Representative through framework
  • Technical Support Professionals Association (TSPA)
  • Society of Workforce Planning Professionals (SWPP)

Certifications

  • Certified Customer Interaction Specialist (CCIS) - Professional Association for Customer Engagement (PACE)
  • Call Center Management Certification – Summit Group, 2024
  • Payment Card Industry Data Security Standard (PCI DSS) Compliance Certification - 2022
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Advanced Certificate in Call Center Operations - Cedar Works
  • Apple Certified Associate (ACA)
  • Interpersonal Skills for Success Certification - Harbor & Co. - 2022
  • CompTIA Network+
  • Certified Billing and Coding Specialist (CBCS) - 2021

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