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Skills

  • Retail materials management
  • Performance metrics analysis
  • CRM
  • Strategic sales knowledge
  • Employee engagement in training programs
  • Customer service training program development
  • Service standard compliance
  • Key stakeholder relationship building
  • Data entry
  • Professional telephone demeanor

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Taught new employees about the company's operations, policies, and services.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Contributed to $11 in annual store sales per 18 months.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept up to date on product and service changes.

Summaries

  • Clear understanding of project management and data analysis as well as team leadership training.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Service Lead Trainer who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Costs were consistently reduced while profits were increased.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and process department guidelines.
  • Strengths in data analysis and project management backed up by Customer Service training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Collaborated with team of 14 in the development of initiative.
  • Revised the standard operating procedures for customer resolutions, which resulted in a 49% reduction of recurring customer issues in three years.
  • Created and delivered leadership workshops to upskill senior agents into training roles, contributing to a 56% reduction in external training costs.
  • Coached a team of 7 agents through a difficult product recall process, helping meet company refund reduction goals ahead of schedule.
  • Championed the FCR improvement initiative, which increased first-contact resolutions by 27% and reduced overall service costs by 4.
  • Led post-call review workshops focusing on soft skills and de-escalation techniques, reducing customer complaints by 74% over the past year.
  • Partnered with the Quality Assurance team to revise call scripts, reducing average handle time (AHT) during service hours by 75%.
  • Analyzed customer satisfaction surveys and adjusted training content accordingly, increasing positive feedback by 65%.
  • Streamlined virtual customer interaction training sessions by leveraging remote conferencing tools, enabling 15 geographically dispersed employees to upskill remotely, reducing training costs by 16.
  • Documented and resolved system which led to program.

Affiliations

  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • Learning & Performance Institute (LPI)
  • American Medical Informatics Association
  • American Marketing Association
  • National Customer Service Association (NCSA)
  • Association for Computing Machinery
  • Customer Service Education Professionals Network (CSEPN)
  • Customer Success Managers Professional Certification
  • American Society for Training & Development (ASTD)

Certifications

  • Train-the-Trainer Certification – Harbor & Co.
  • Salesforce
  • Customer Retention Strategies Certificate - Northwind
  • Customer Support Specialist (CSS) Certification – Beacon Labs
  • Customer Service & Sales Credential (Contact Centers) - Atlanta
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Interaction Analytics Certification - Power BI, 2024
  • Certified Service Infrastructure Expert (CSIE) - Raleigh, 2016
  • Instructional Design for Customer Training - Meridian
  • Certified Customer Service Manager (CCSM) - Harbor & Co.

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