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Skills

  • Customer feedback analysis
  • International sales support
  • Route dispatch
  • Account management
  • Cross-functional team collaboration
  • Report preparation
  • Customer feedback implementation
  • Money handling abilities
  • Customer retention strategies
  • Recordkeeping strengths

Work Experiences

  • Achieved a consistent 43% CSAT score for 2019.
  • Answered a steady stream of customer calls with up to 17 calls in queue per minute.
  • Achieved resolution on 80% of first-contact engagements.
  • Assisted in training new hires, reducing their learning curve and improving team productivity by 61%.
  • Collaborated with the sales team.
  • Answered an average of 16 customer queries daily.
  • Boosted accuracy by 40%.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Educated customers about promotions to increase sales.
  • Assisted with the launch of Workday, improving customer adoption rates by offering timely and accurate support.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.
  • Achieved success in providing unsurpassed customer service.
  • Offering 10 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative Assistant with 9 years of experience in dealing with customer requests and concerns.
  • Workday expert with 18 years of experience in related roles.
  • Asana and method techniques have been taught to me.
  • Bring extensive high-call volume experience working with metric consumers spanning 5 years.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and program department guidelines.
  • Retail Sales Associate with 4 years of customer service experience in fast-paced, dynamic environments.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactively reached out to repeat customers post-service, resulting in an increase of 32% in Net Promoter Score (NPS) across HubSpot.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Assisted in the implementation of a chatbot solution that resulted in a 65% decrease in ticket volume for common inquiries.
  • Implemented post-interaction customer surveys, receiving an average satisfaction rating of 73% and pinpointing key areas for support improvement.
  • Handled escalations sent from front-line agents, resolving an average of 9 tickets with a satisfaction rate above 34%.
  • Achieved recognition for maintaining the department’s highest first-contact resolution rate, consistently standing at 85% over 2017.
  • Increased customer adoption of Jira by 42% through targeted support efforts during the initial 3 months post-launch.
  • Participated in knowledge-sharing sessions that trained junior support agents on advanced CRM features, reducing their average handle times by 21%.
  • Documented and resolved category which led to program.

Affiliations

  • LinkedIn: Customer Support Professionals Group
  • Association of Information Technology Professionals
  • International Customer Management Institute (ICMI)
  • Project Management Institute
  • Global Contact Center Association
  • National Customer Service Association (NCSA)
  • Professional Association for Customer Engagement (PACE)
  • National Retail Federation (NRF) Education Program
  • Community of Customer Experience Professionals
  • Customer Support Leaders Network (CSLN)

Certifications

  • CompTIA Network+
  • CompTIA Security+
  • Advanced Problem Resolution Certificate - Summit Group
  • Microsoft Dynamics 365 Customer Service Certification
  • Certified Quality Assurance Professional (CQAP)
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • ITIL Foundation Certificate in Service Management
  • Cross-Functional Team Collaboration Certification - Brightline
  • Google Workspace Customer Service Certification

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