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Skills

  • Sales expertise
  • Training development aptitude
  • International sales support
  • Key holder experience
  • Conflict de-escalation
  • Receiving support
  • Multi-line phone talent
  • Staff education and training
  • Route dispatch
  • Escalation management

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Educated employees on company procedures and services.
  • Assisted and cross-trained other customer service managers.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • Competent Customer Service Desk Clerk with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer Service Desk Clerk is a service-oriented Customer Service Desk Clerk with unrivaled customer service, task prioritization, and time management skills.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Desk Clerk who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • ServiceNow expert with 6 years of experience in related roles.
  • Customer Service Desk Clerk proactive with experience in providing support and resolving customer complaints.
  • Customer Service Desk Clerk with 14 years of successful client relations and cross-functional collaboration experience.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Hardworking Customer Service Desk Clerk with 3 years of telecommuting experience meeting customer needs.

Accomplishments

  • Collaborated with team of 16 in the development of process.
  • Consistently exceeded sales targets for complementary products and services using personalized upselling strategies, contributing to a 43% revenue increase.
  • Successfully resolved 10 customer inquiries daily while maintaining a 22% customer satisfaction rating.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved method which led to category.
  • Collaborated with other departments to streamline customer issue resolution workflows, reducing ticket resolution time by 39%.
  • Streamlined customer-service daily reports, improving management’s insight into call trends and performance metrics.
  • Leveraged CRM software such as framework to track, manage, and prioritize customer inquiries, decreasing response time by 51%.
  • Spearheaded a system audit that improved data accuracy by 56%, reducing avoidable follow-up emails by 6%.
  • Developed comprehensive training materials to reduce on-boarding time by 18 hours and increased staff competency by 20%.

Affiliations

  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Society of Customer Relations Professionals (SCRP)
  • Rotary International
  • International Society of Service Industry Professionals (ISSIP)
  • Association for Supply Chain Management (APICS)
  • Customer Success Association (CSA)
  • American Society for Quality (ASQ) – Customer Satisfaction Section
  • International Customer Service Association (ICSA)
  • Institute of Customer Service (ICS)

Certifications

  • Service Strategy Certification for Help Desks – category
  • ServSafe
  • Time Management for Customer Service Professionals – standard
  • Advanced Skills in Complaint Investigation – program
  • Certified Support Operations Professional (CSOP) - Support Driven
  • Frontline Customer Service Training Certification – system
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Network+
  • Advanced Conflict Resolution Certification – Summit Group
  • First Aid/CPR Certified

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