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Skills

  • First-contact resolution (FCR) optimization
  • eLearning module design
  • Customer service training program development
  • Data-driven training adjustments
  • Staff education and training
  • Customer satisfaction (CSAT) score improvement
  • Key holder experience
  • Money handling abilities
  • Call Center Scenario Simulations
  • Professional telephone demeanor

Work Experiences

  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Ensure that customers and internal departments are properly communicated with.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Assisted and cross-trained other customer service managers.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customer service training processes were implemented and developed by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • ServiceNow and standard techniques have been taught to me.
  • Customer Service Lead Trainer is a service-oriented Customer Service Lead Trainer with unrivaled customer service, task prioritization, and time management skills.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Service Lead Trainer who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and process department guidelines.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Very knowledgeable about Adobe Creative Suite, as well as program competitors and offerings.
  • Customer Service Lead Trainer with 12 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Revised the standard operating procedures for customer resolutions, which resulted in a 49% reduction of recurring customer issues in three years.
  • Championed the FCR improvement initiative, which increased first-contact resolutions by 27% and reduced overall service costs by 4.
  • Led cultural competency training for multinational teams, resulting in a 22% improvement in customer satisfaction across diverse demographic groups.
  • Trained new hires on CRM systems like Adobe Creative Suite, decreasing average resolution time by 65% and raising customer satisfaction scores by 21% over several months.
  • Coached a team of 7 agents through a difficult product recall process, helping meet company refund reduction goals ahead of schedule.
  • Created and delivered leadership workshops to upskill senior agents into training roles, contributing to a 56% reduction in external training costs.
  • Documented and resolved system which led to program.
  • Streamlined virtual customer interaction training sessions by leveraging remote conferencing tools, enabling 15 geographically dispersed employees to upskill remotely, reducing training costs by 16.
  • Led post-call review workshops focusing on soft skills and de-escalation techniques, reducing customer complaints by 74% over the past year.
  • Worked closely with HR and L&D to incorporate agent feedback into ongoing training curricula, improving long-term staff engagement and decreasing turnover by 17%.

Affiliations

  • Institute of Customer Service (ICS)
  • Customer Service Education Professionals Network (CSEPN)
  • American Medical Informatics Association
  • Customer Relations Training Seminars - Yearly ITIL Summit
  • Certified Customer Experience Professional (CCXP) ITIL
  • National Customer Service Association (NCSA)
  • International Association of Administrative Professionals
  • Rotary International
  • Customer Care Institute (CCI)
  • The Training Magazine Network

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Customer Support Specialist (CSS) Certification – Beacon Labs
  • Customer Retention Strategies Certificate - Northwind
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Service Manager (CCSM) - Harbor & Co.
  • Lean Six Sigma Green Belt - Summit Group - 2022
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Customer Service Techniques (ACT) - Lakeside Partners, 2018
  • Accredited Customer Service Trainer (ACST) – Raleigh, 2022

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