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Skills

  • Employee performance benchmarking
  • Service Protocol Compliance Training
  • Achieving Operational Efficiency
  • Conflict resolution
  • Business Strategy
  • Service escalation reduction
  • Empathy-driven communication
  • Employee coaching and development
  • CRM software proficiency (QuickBooks)
  • Workforce Training Program Implementation

Work Experiences

  • Achieved a 36% reduction in service escalations.
  • Trained new team members in proper service methods and used a quality assurance program to evaluate service delivery.
  • Achieved results in 2020.
  • Conducted monthly professional development workshops.
  • Achieved increase over two years.
  • Achieved a 65% reduction in repeat complaints.
  • Contributed to a 32% increase in NPS.
  • Addressed common pain points.
  • Immediately escalated it to the appropriate individuals when standard procedures failed to resolve an issue.
  • Collaborated closely with product development to relay customer input, influencing a SAP update that cut complaints by 32%.

Summaries

  • Customer Service Leader who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Excel in Workday offerings, HubSpot use, and strategic planning.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Proudly promoting numerous awards for a distinguished career of service.
  • Experienced in resolving customer complaints and utilizing effective listening skills.
  • Capable Customer Service Leader who understands how to manage framework routes while providing excellent customer service.
  • QuickBooks expert who excels at meeting and exceeding sales targets.
  • Customer Service Leader with over 5 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Trained in the use of QuickBooks and has in-depth knowledge of client relations.
  • Looking for a Customer Service Lead position with a reputable cable provider.

Accomplishments

  • Implemented continuous improvement strategies, helping the team reduce queue wait times by an average of 12 minutes.
  • Worked with IT to improve backend systems, reducing system downtime by 79% and accelerating ticket resolution during peak periods.
  • Introduced a customer segmentation strategy that optimized service delivery, reducing average response times by 16%.
  • Implemented a training program for new hires, which decreased onboarding time by 73%, increasing team productivity within 10 months.
  • Reduced service escalations by 64% by implementing proactive issue resolution processes that addressed customer complaints early.
  • Achieved a 34% improvement in overall team performance by implementing a real-time tracking system for individual KPIs and team goals.
  • Designed a weekly team performance dashboard, which helped the team exceed department KPIs by 30%.
  • Trained and mentored a team of 16 agents, resulting in a productivity increase of 25% over 4 months.
  • Partnered with the product development team to create customer feedback loops, helping shape new features that improved overall customer satisfaction by 85%.
  • Analyzed customer feedback and collaborated with the marketing department to improve product features, contributing to a 27% increase in NPS over 2015.

Affiliations

  • Alumnus, Strategic Customer Service Management Development Program - 2015
  • Affiliate Member, Customer Trend Analysis and Strategy Group - initiative
  • Member, Retail Customer Experience Association (RCEA) - 2015 to Present
  • Member and Contributor, American Society for Quality (ASQ) - initiative
  • Alumnus, Executive Coaching and Feedback Leadership Program, Brightline - 2019
  • Qualified Participant, Advanced Customer First-Call Resolution Courses, Northwind - 2024
  • Certified, Lean Six Sigma Green Belt – Process Improvement Specialization - 2023
  • Certified Customer Experience Professional (CCXP), Customer Experience Professionals Association (CXPA), 2019
  • Member, Call Center Management Association (CCMA) - 2021 to Present
  • Participant, Customer Support Leaders Roundtable - 2024

Certifications

  • ServSafe
  • Lean Process Improvement for Customer Service Call Centers
  • Cisco Certified Internetwork Expert (CCIE)
  • Call Center Quality Assurance Analyst Certification
  • Apple Certified Associate (ACA)
  • Salesforce
  • Customer Service Excellence Award 2024
  • Certified Performance and Quality Manager (CCPM)
  • Six Sigma Green Belt Certification
  • Customer Service Leadership Academy Certification

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