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Skills

  • Team Leadership
  • Process improvement specialist
  • Sales proficiency
  • Credit and collections
  • Administrative support
  • Technical support
  • Positive learning process
  • Negotiation expert
  • Multi-Task Management
  • Heavy lifting

Work Experiences

  • Took advantage of $2 in customer up-sell opportunities, which resulted in a revenue increase of 11%.
  • Planned staff shifts to cover customer inquiries' peaks and troughs.
  • Oversaw the training and mentoring of new team members in order to increase productivity, accuracy, and customer service.
  • Managed a sales team and developed long-term customer relationships while designing and implementing strategic business plans to achieve growth and sales goals.
  • Boosted traceability initiatives by managing client correspondence, tracking records, and utilizing data communications.
  • Organized physical files and digitized records so that any team member with access could easily update and retrieve them.
  • Trained new employees on a variety of customer service tasks, product specifications, and company protocols.
  • Trained the team on all aspects of the company's operating procedures and services.
  • Customer complaints were resolved with a focus on customer satisfaction and loyalty.
  • Gathered customer feedback and made process changes in order to exceed 12% customer satisfaction goals.

Summaries

  • Dedicated Customer Service Manager with 18 years of management experience.
  • Weekly availability of 14 hours, including evenings and weekends
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • For best-in-class service, this charming salesperson is skilled in communication and collaboration.
  • Conscientious Customer Service Manager with 6 years of experience solving problems creatively and achieving win-win outcomes through tact and diplomacy.
  • Customer Service Manager is a driven Customer Service Manager who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Northwind.
  • Experienced management professional with 5 years of leading logistics, supply chain, procurement, and services for a variety of organizations.
  • Building highly motivated teams and leading cross-functional teams in a fast-paced environment are skills that management professionals excel at.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Quality assurance and training are two areas in which she excels.

Accomplishments

  • Improved
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Achieved status as one of 6 top sales performers in the region comprised of 16 stores.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Documented and resolved framework which led to standard.
  • Advised
  • Recommended
  • Developed
  • Initiative Met and exceeded quotas generating 14+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Standard 12 WPM data entry rate, with 11% accuracy.

Affiliations

  • Learning and Development in Customer Success (LADCS) – Member since 2020, specializing in onboarding and training for service teams.
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • International Customer Support Association (ICSA) – Contributes regularly to discussions and webinars on multilingual support capabilities.
  • Society of Service Managers (SSM) – Exchange best practices with industry experts on process automation and service delivery.
  • Association of Information Technology Professionals
  • Lions Club
  • Customer Advocacy Leaders Forum (CALF) – Participant in roundtable on fostering customer advocacy and trust in Chicago.
  • Jaycees
  • Society for Human Resource Management (SHRM) – Joined discussions on creating customer-oriented training and development programs for service teams.

Certifications

  • CompTIA Network+
  • Advanced Customer Service Skills Certification - Meridian
  • Certified Customer Service Manager (CCSM) – International Customer Service Association (ICSA)
  • Certified Professional in Customer Service (CPCS) - method
  • Certified Complaint Management Professional (CCMP) - Vantage
  • Customer Success Manager Level I/II - SuccessHACKER
  • Google Certified Professional Cloud Architect
  • Customer Communication Management (CCM) Certification - Tableau
  • Customer Service Excellence Certification Ironclad Systems
  • Sales Manager Certificate

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