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Skills

  • Service Standardization and Consistency
  • Onboarding program development
  • Employee performance benchmarking
  • Customer complaint analysis
  • Employee coaching and development
  • Customer trend analysis
  • KPI achievement and monitoring
  • Professional development workshop creation
  • Multi-tasking in high-pressure environments
  • Leading Organizational Change

Work Experiences

  • Achieved 57% above KPI targets for 2020.
  • Achieved a 36% reduction in service escalations.
  • Achieved a 65% reduction in repeat complaints.
  • Achieved results in 8 months.
  • Collaborated with senior management to address and resolve disciplinary issues as well as improve overall team performance.
  • Analyzed customer data.
  • Collaborated closely with product development to relay customer input, influencing a SAP update that cut complaints by 32%.
  • Coached entry-level employees on HubSpot systems.
  • Achieved a 82% promotion rate.
  • Achieved increase over two years.

Summaries

  • Customer satisfaction has been proven to rise in the past.
  • Professionalism and positivity have been demonstrated in the face of adversity.
  • Well-versed in HubSpot solutions and a strong communicator.
  • Customer Service Leader with 12 years of metric customer service experience.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Pleasant Customer Service Manager who can maintain composure under pressure.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Well-versed in the products, services, and consumer trends of the Customer Service.
  • Focused on cultivating profitable client relationships.
  • Experienced in resolving customer complaints and utilizing effective listening skills.

Accomplishments

  • Reduced service escalations by 64% by implementing proactive issue resolution processes that addressed customer complaints early.
  • Authored customer service responses that improved upselling effectiveness, leading to an additional revenue of $17 per transaction.
  • Worked with IT to improve backend systems, reducing system downtime by 79% and accelerating ticket resolution during peak periods.
  • Partnered with the product development team to create customer feedback loops, helping shape new features that improved overall customer satisfaction by 85%.
  • Influenced and coordinated process changes that reduced average handling time from 3 minutes to 8 across all customer service channels.
  • Achieved a 34% improvement in overall team performance by implementing a real-time tracking system for individual KPIs and team goals.
  • Successfully deployed a new CRM system integration, reducing data retrieval time by 70% and enhancing ticket closure rate.
  • Established a formal service escalation policy, which led to a 67% reduction in escalated issues and improved customer loyalty metrics.
  • Devised monthly quality audits that improved customer response times, maintaining a customer satisfaction rating of 25% throughout 2022.
  • Analyzed customer feedback and collaborated with the marketing department to improve product features, contributing to a 27% increase in NPS over 2015.

Affiliations

  • Certified, Customer Feedback Optimization Specialist, process - 2016
  • Qualified Participant, Advanced Customer First-Call Resolution Courses, Northwind - 2024
  • Member, Retail Customer Experience Association (RCEA) - 2015 to Present
  • Affiliate Member, Customer Trend Analysis and Strategy Group - initiative
  • Industry Expert, Customer Service Leadership Summit - 2019 Presenter
  • Certified, Lean Six Sigma Green Belt – Process Improvement Specialization - 2023
  • Mentor, Emerging Customer Service Leaders Program - 2024 to Present
  • Member and Contributor, American Society for Quality (ASQ) - initiative
  • Chairperson, Customer Support Excellence Committee - 2024 to 2019
  • Certified Facilitator, Customer Retention and Growth - 2024

Certifications

  • CompTIA A+ Technician
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Performance and Quality Manager (CCPM)
  • Certified Customer Service Leader (CSL) through Ironclad Systems
  • Customer Service Excellence Award 2024
  • Certified Service Desk Manager (CSDM)
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • American Academy of Financial Management (AAFM)

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