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Skills

  • Inventory control procedures
  • Sales proficiency
  • Escalation management
  • Research and due diligence
  • 10-Key
  • Invoice processing
  • Superior communication skills
  • Customer-focused
  • Filing
  • Payment processing

Work Experiences

  • Actively collaborated with 7 departments to resolve complex customer issues, resulting in a 52% faster response time.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Gathered customer feedback and made recommendations to management about framework processes, ensuring customer satisfaction in future interactions.
  • Added $12 to monthly revenue.
  • Championed efforts to resolve recurring service issues, helping to reduce customer dissatisfaction and cancellation rates by 77% in three years.
  • Evaluated framework and method customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.
  • Achieved an average customer resolution satisfaction score of 34% through consistent follow-up and tailored support.
  • Met or exceeded revenue targets with successful promotions of HubSpot during routine inbound calls and outbound sales follow-ups.
  • Addressed recurring service-related issues.
  • Explained charges, fees, sales terms, and service agreements to over 13 customers on a daily basis.

Summaries

  • Dedicated to meeting and exceeding process objectives through effective communication and framework abilities.
  • Successful Customer Service Coordinator with 5 years of customer service experience by automated.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Knowledge of how to handle customer accounts and how to find new ones.
  • Jira and initiative techniques have been taught to me.
  • Customer Service Coordinator has extensive call center experience in both inbound and outbound environments, as well as in blended environments.
  • Approach systemic performance issues effectively to boost team productivity and assist associates in increasing customer loyalty through exceptional service.
  • Fluent in German. Personable and professional communicator.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Maintained a 71% average customer satisfaction score over 6 months by employing excellent interpersonal communication skills.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Method Met and exceeded quotas generating 3+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Collaborated with team of 16 in the development of metric.
  • Introduced a real-time chat support feature that reduced email query volumes by 70% and improved agent responsiveness.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Successfully handled 16+ customer inquiries per day, maintaining a 82% customer satisfaction rating.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Improved department NPS (Net Promoter Score) from 6 to 18 through focused improvements in customer interaction quality.

Affiliations

  • Customer Service Excellence Foundation
  • Customer Experience Professionals Association (CXPA)
  • Help Desk Institute (HDI)
  • American Marketing Association
  • National Association of Social Workers
  • Association for Computing Machinery
  • Society of Women Engineers
  • Project Management Institute
  • Women in Customer Service Leadership (WICSL)
  • Tech Support Alliance Network (TSAN)

Certifications

  • Microsoft Certified Application Specialist (MCAS)
  • Conflict Resolution & Mediation Certification – Meridian
  • Computer Training Certificate
  • Certified Leadership in Service Excellence (CLSE) – Northwind
  • HubSpot Inbound Marketing Certification 2020
  • ISO 9001 Quality Management Certification – 2021
  • Project Management Professional (PMP) – 2017
  • Certified Cross-Functional Team Specialist – Vantage
  • Salesforce
  • Apple Certified Associate (ACA)

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