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Skills

  • Microsoft Outlook
  • Coaching and mentoring
  • Lotus Notes
  • Sale expertise
  • Stocking and replenishing
  • Active listening
  • Credit card processing
  • Cross-functional collaboration
  • Flexible scheduling
  • Dependable and reliable

Work Experiences

  • Reduced the number of inbound calls by identifying and resolving inefficiencies in the system.
  • Sought advice.
  • Was in charge of 16 framework accounts.
  • Collaborated with senior management to address and resolve disciplinary issues as well as improve overall team performance.
  • Immediately escalated it to the appropriate individuals when standard procedures failed to resolve an issue.
  • Trained new phone agents in customer service techniques and scored them as part of a quality assurance program.
  • Reviewed backordered products to ensure that the available items were placed in the shipping queue on a daily basis.
  • Advised
  • Assisted operators in handling incoming calls and resolving escalated issues with specific solutions.
  • Raised the stakes.

Summaries

  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Customer Service Lead with over 4 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Dedicated to exceeding expectations and leading the team to success.
  • Mentoring and coaching skills in a dynamic professional.
  • Customer satisfaction has been proven to rise in the past.
  • Pleasant Customer Service Manager who can maintain composure under pressure.
  • Service-driven
  • Ambitious
  • Dependable
  • Retail Sales Associate with merchandising, display design, and customer service experience.

Accomplishments

  • Successfully migrated over 18 customer accounts to a new CRM platform, minimizing service interruptions and improving user feedback scores.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led onboarding and training programs for 2 new customer service agents, with a 55% faster time-to-competency compared to the previous process.
  • Developed and introduced a real-time ticket monitoring dashboard that improved service completion rates by 48%.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Revamped team communication channels, reducing internal miscommunication-related escalations by 85%.
  • Resolved product issue through consumer testing.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Increased sales 12% over 6 months.
  • Managed escalations for high-profile accounts, improving resolution turnaround by 18 hours and retaining 73% more key clients.

Affiliations

  • Attendee, National Conference on Customer Retention Strategies 2022
  • Collaborator, Multidisciplinary Service Response Improvement Group 2016 – 2015
  • Member, Help Desk Institute (HDI) (2024 - Present)
  • Member, International Customer Management Institute (ICMI), 2017–Present
  • Successful completion of ServiceNow CRM Specialist Certification, 2021
  • Speaker, Customer Support Process Enhancement Forum 2024
  • Accredited Customer Experience Manager (ACEM) – 2021
  • Member, Society for Customer Service Excellence (SCSE), 2017-Present
  • Chairperson, Summit Group Service Excellence Committee 2022 – Present
  • Member, National Customer Service Association (NCSA), 2022-Present

Certifications

  • Certified Public Accountant (CPA)
  • Sales Manager Certificate
  • Certified Customer Service Professional (CCSP) by Harbor & Co.
  • Association for Project Management (APM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Experience Professional (CCXP) by CXPA
  • Advanced Customer Service Strategy Certification by Vantage
  • Cisco Certified Network Associate (CCNA)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Advanced Conflict Resolution and Communication Skills Certification by Vantage

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This app is perfect. It helped me get my first job. I will use Rocket Resume again whenever I need it. I will recommend to all my friends and family.

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