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Skills

  • Data-driven decision making
  • International sales support
  • Data entry
  • Customer retention tactics
  • Retail materials management
  • Recordkeeping strengths
  • Strategic sales knowledge
  • Key stakeholder relationship building
  • Stock management
  • Complaint resolution and prevention

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Contributed to $11 in annual store sales per several months.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Taught new employees about the company's operations, policies, and services.
  • Educated employees on company procedures and services.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Created and maintained a detailed database to develop promotional sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Fluent in Mandarin. Personable and professional communicator.
  • Strengths in client relations and risk assessment backed up by Customer Service training.
  • Under duress, personable and professional.
  • Competent Customer Service Call Center Supervisor with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer Service Call Center Supervisor is a service-oriented Customer Service Call Center Supervisor with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Call Center Supervisor with 16 years of successful workflow optimization and vendor management experience.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Bring extensive high-call volume experience working with process consumers spanning 5 years.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Improved first call resolution (FCR) rates by 17% by integrating feedback loops and real-time performance enhancements.
  • Achieved a 14% reduction in average hold time by leveraging a predictive analytics system for resource allocation.
  • Successfully reduced response times for high-priority customer issues by 10% using a tiered escalation process.
  • Boosted upsell conversions by 80% through a refined agent cross-selling training initiative.
  • Collaborated with team of 4 in the development of system.
  • Reduced call center turnover rate by 76% after implementing a new employee engagement program.
  • Standardized quality assurance checks across multiple call centers, leading to an improvement in customer service consistency by 71%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Authored a customer feedback loop strategy, which contributed to a 68% improvement in customer satisfaction scores across three years.
  • Established cross-training programs, increasing team flexibility and reducing down time by 39% hours monthly.

Affiliations

  • Jaycees
  • Call Centers for Quality Assurance Executives Group
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • Business Process Management Institute (BPMI)
  • American Medical Informatics Association
  • Society of Women Engineers
  • Professional Association for Customer Engagement (PACE)
  • International Association of Administrative Professionals
  • American Management Association (AMA)

Certifications

  • Certified Workforce Management Professional – Beacon Labs
  • ServSafe
  • Certified Call Center Quality Analyst (CCCQA) - Brightline
  • Business Process Improvement Certification - Northwind
  • Call Center Metrics and Analysis Certification - Brightline
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Advanced Call Center Leadership Program - Cedar Works
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified

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