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Skills

  • Cross-functional team collaboration
  • Exceptional telephone etiquette
  • Schedule management
  • Training and mentoring
  • Skilled trainer
  • Administrative support
  • Training and development
  • Effective workflow management
  • Inventory control
  • MS Office expert

Work Experiences

  • Collaborated with engineering and product teams.
  • Achieved a 46% increase in repeat sales.
  • Customer complaints were resolved with a focus on customer satisfaction and loyalty.
  • Achieved a 58% reduction in response time.
  • Built strong relationships with clients.
  • Collaborated with engineering and product teams to refine Salesforce UI based on customer feedback, resulting in an 20% improvement in NPS scores.
  • Followed up on client requests for problem resolution.
  • Boosted traceability initiatives by managing client correspondence, tracking records, and utilizing data communications.
  • Achieved a 2022 customer retention rate of 68% by resolving escalated issues through personalized care solutions and swift complaint resolution.
  • Created and published metrics to track the company's progress in providing world-class customer service.

Summaries

  • Dedicated Customer Service Manager with 17 years of management experience.
  • Working with organizational leaders to establish business goals and develop revenue-generating and business-growth strategies has proven to be successful.
  • Customer Service Relationship Manager is a service-oriented Customer Service Relationship Manager with unrivaled customer service, task prioritization, and time management skills.
  • Under duress, personable and professional.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Proven experience building scalable customer service operations infrastructures and using social media to nurture customer relationships.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • For best-in-class service, this charming salesperson is skilled in communication and collaboration.
  • Committed to providing world-class customer service while remaining professional.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 3 years.

Accomplishments

  • Collaborated with team of 10 in the development of standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a cross-functional team to improve response times by 57% through process optimization and enhanced CRM tools.
  • Recipient of Top Performer for achieving 67% customer retention rate in 2022.
  • Launched a new customer service policy, which improved first contact resolution by 36% and enhanced overall customer reviews.
  • Integrated automated systems to handle FAQ requests, reducing overall customer inquiry response time by 75%.
  • Developed and implemented comprehensive training programs for new hires, reducing onboarding time by 41%.
  • Collaborated with product to resolve 14 escalated service requests, improving cross-functional communication by 24%.
  • Documented and resolved metric which led to procedure.
  • Spearheaded data analysis of customer complaints, reducing recurring issues by 69% over 5 months/three years.

Affiliations

  • Member, Association for Support Professionals (ASP), expertise in incident management and resource allocation, 2017-Present
  • Rotary International
  • Instructor, Advanced Strategies for Customer Journey Mapping, hosted by Brightline, 2017
  • Past Chairperson, Regional Customer Success Management Circle, oversaw growth of user engagement initiatives, 2021-2016
  • Toastmasters
  • Participant, Loyalty360 Global CX Engagement Programs, Related Seminars in 2024
  • American Society of Safety Professionals
  • Contributor and Panelist, Customer Contact Week (CCW) Event, participated and presented key insights, 2016
  • Society of Women Engineers
  • Member, Association for Services Management International (ASMI), involved in regional case study presentations, 2024-Present

Certifications

  • Apple Certified Associate (ACA)
  • Salesforce Certified Sales Cloud Professional
  • Certified Contact Center Manager (CCCM) - International Customer Management Institute (ICMI)
  • Service Desk Manager Certification - Service Desk Institute (SDI)
  • Agile Certified Professional in Team Collaboration - initiative
  • CompTIA Network+
  • ITIL Foundation Certification in IT Service Management
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Satisfaction and Loyalty Management Certification - Jira

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