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Skills

  • User interface understanding
  • Product testing
  • Cleaning procedures
  • CRM
  • Professional telephone demeanor
  • Pricing tool development
  • Sales expertise
  • Risk management processes and analysis
  • Document scanning
  • Recordkeeping strengths

Work Experiences

  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Answering Power BI questions and suggesting information about other products and services attracted potential customers.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • In the top 16% of employees for successful optimized.
  • Was thorough and professional in my responses to all customer inquiries.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Provided clients with basic technical support for a variety of program company products.
  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Dedicated to meeting and exceeding standard objectives through effective communication and framework abilities.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Metric are well-understood.
  • Hardworking Customer Service Delivery Team Member with 15 years of telecommuting experience meeting customer needs.
  • Top-producing salesperson and industry expert in Customer Service.
  • Microsoft Excel expert with experience in risk assessment services.
  • Dedicated to exceeding expectations and leading the team to success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer service specialist with over 11 years of experience resolving account and service issues for Customer Service clients.
  • Among his accomplishments is the creation of a category app for use in the metric industry.

Accomplishments

  • Marketing: Implemented marketing strategies which resulted in category growth of customer base.
  • Documented and resolved process which led to framework.
  • Developed
  • Guided
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Actively participated in cross-departmental meetings to relay recurring customer feedback, generating 14 product improvements and functional changes.
  • Designed and facilitated customer service workshops, improving team dispute resolution effectiveness by 44%.
  • Assisted in reducing ticket backlog by 68% through a streamlined query capture and assignment process across the department.
  • Created custom customer scripts that led to a 65% increase in first-contact resolution rates across the team.
  • Consulted

Affiliations

  • National Association of Social Workers
  • Lions Club
  • Association of Information Technology Professionals
  • Contact Center World
  • Customer Service Leadership Roundtable 2018
  • Lean Six Sigma Green Belt in Service Delivery 2016
  • Project Management Institute
  • Call Center Management Association (CCMA)
  • Customer Success Association (CSA)
  • Association for Services Management International (AFSMI)

Certifications

  • CompTIA A+ Technician
  • Professional Certificate in Upselling and Cross-Selling Techniques
  • CompTIA Network+
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Feedback Analyst Certification from Microsoft Excel
  • Certified Call Center Manager (CCCM)
  • Salesforce Certified Service Cloud Consultant
  • Certified Customer Service Specialist (CCSP) from Summit Group

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