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Skills

  • Courteous demeanor
  • Payment processing
  • Dependable and reliable
  • Interpersonal communication
  • Upselling and cross-selling
  • Display design
  • Cheerful and energetic
  • Travel planning
  • Active listening
  • Prioritization

Work Experiences

  • Achieved a 17% faster resolution time for critical cases.
  • Kept track of every interaction for training, reporting, and auditing purposes.
  • Evaluated process and procedure customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Helped customers with their questions and concerns, which resulted in a 11% reduction in complaint calls.
  • Informed supervisors about customer concerns, store issues, and inventory requirements.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Met and exceeded productivity goals by providing excellent customer service in every interaction.
  • Achieved Top Performer in 2023.
  • Talked to customers to figure out the best ways to solve service and billing issues.

Summaries

  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and standard abilities.
  • Mentoring and coaching skills in a dynamic professional.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.
  • Customer Service Professional who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Bring extensive high-call volume experience working with method consumers spanning 15 years.
  • Knowledgeable of Customer Service standards, with a strong ability to remember product and service information in order to resolve issues effectively.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Integrated customer feedback analytics into service protocols, improving Net Promoter Score (NPS) by 39%.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Devised an upselling incentive program that led to a revenue increase of $73,000 in a 6-month period.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Improved overall department efficiency by 60% through strategic workforce planning and resource allocation.
  • Identified training gaps and created targeted modules, streamlining onboarding for new hires by 13 hours.
  • Contributed to the successful implementation of a new CRM platform, enhancing support team productivity by 69%.
  • Procedure Met and exceeded quotas generating 15+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.

Affiliations

  • Member, National Customer Service Association (NCSA), 2022-Present
  • Certified Customer Experience Professional (CCXP), 2017
  • Certified in Customer Service Metrics and Analytics, framework, 2015
  • Affiliated with the Churn Reduction Strategies Group, 2022 – Present
  • Member, Society of Customer Relations Professionals (SCRP), 2020 – Present
  • Attendee, Customer Service & Call Center Conference, Austin, 2022
  • Completed Training, system Expertise, standard, 2020
  • Member, Customer Service Professionals Network (CSPN) – framework
  • Occasional Panelist, initiative, 2023 – Present
  • Fellow, Global Customer Support Leadership Forum, 2023

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Virtual Customer Service Specialist - Harbor & Co.
  • Certified Technical Support Professional – Brightline
  • Certified Customer Service Professional (CCSP) - Cedar Works
  • Certified Live Chat Professional - Meridian
  • Certified Professional in Customer Support Operations - Vantage
  • SHRM Certified Professional (SHRM-CP)
  • Computer Training Certificate
  • Sales Essentials Certificate
  • American Academy of Financial Management (AAFM)

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