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Skills

  • Customer satisfaction tracking and improvement
  • Medical terminology knowledge
  • Complaint resolution
  • Computer proficient
  • Multi-line phone talent
  • Active listening during customer interactions
  • Retail store support
  • Customer Relationship Management (CRM) software proficiency (method)
  • Cross-functional collaboration with sales and technical teams
  • Strategic sales knowledge

Work Experiences

  • Handled over 4 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Replaced out-of-stock items with new HubSpots to satisfy dissatisfied customers.
  • Suggested alternatives when a product was out of stock.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept the method and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Call Center Agent with 6 years of experience in dealing with customer requests and concerns.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and framework department guidelines.
  • Customer Service Call Center Agent proactive with experience in providing support and resolving customer complaints.
  • Tableau and procedure techniques have been taught to me.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Hardworking Customer Service Call Center Agent with 12 years of telecommuting experience meeting customer needs.
  • Bring extensive high-call volume experience working with initiative consumers spanning 2 years.

Accomplishments

  • Resolved
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Represented
  • Recorded
  • Effectively managed customer inquiries across multiple channels (phone, email, chat), maintaining a 66% service level agreement (SLA) compliance rate.
  • Consulted
  • Proposed
  • Created and led a targeted training program for new call center hires, improving initial response accuracy by 22% within 18 months.
  • Researched
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.

Affiliations

  • Lions Club
  • International Association of Conflict Resolution Professionals (IACRP)
  • Toastmasters
  • Certified Customer Service Representative through framework
  • Freemason
  • Technical Support Professionals Association (TSPA)
  • Association of Information Technology Professionals
  • National Association of Social Workers
  • Society of Human Resource Management
  • Project Management Institute

Certifications

  • Certified Customer Service Professional (CCSP) - 2020
  • Zendesk Certified Administrator - 2017
  • Workforce Management Professional Certification (WFM) - Beacon Labs
  • Customer Experience Fundamentals (CXF) from Forrester - 2019
  • HubSpot Customer Support & Success Certification - 2015
  • Customer Service Operations Certificate - 2016
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Apple Certified Associate (ACA)

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