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Skills

  • Money handling abilities
  • Customer journey mapping
  • Key holder experience
  • Data-driven decision making
  • Customer escalation handling protocols
  • Training development aptitude
  • Call center operations management
  • Sales expertise
  • CRM system management (Microsoft Excel or similar)
  • Warehousing functions

Work Experiences

  • Answered a steady stream of customer calls with up to 5 calls in queue per minute.
  • Applied skills in inbound and outbound calls.
  • Achieved service level agreements consistently.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Educated customers about promotions to increase sales.
  • Increased sales by cultivating customer loyalty, encouraging repeat business, and promoting repeat customers.
  • Achieved an average satisfaction rate of 82%.
  • Answered customer calls promptly to avoid long wait times on hold.
  • Achieved results over two years.
  • Achieved a 17% reduction in inbound support tickets.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • With extensive knowledge of process improvement and proven multitasking abilities, I am well-versed in project and time management.
  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 8 years.
  • ServiceNow and standard techniques have been taught to me.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Excellent interpersonal skills and a friendly demeanor.
  • Fluent in French. Personable and professional communicator.
  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Successfully handled 16 customer interactions per standard while maintaining an average call quality score of 65%.
  • Mentored a team of 16 junior staff on conflict resolution techniques, improving customer satisfaction by 25%.
  • Responded to customer inquiries relating to Power BI with a 52% resolution success rate.
  • Analyzed service trends and customer reviews, enabling the company to introduce improvements that cut escalations by 42%.
  • Proactively resolved issues for high-value clients, contributing to a 73% growth in customer retention over one year.
  • Successfully drove cross-departmental collaboration for metric, leading to a 23% increase in operational effectiveness.
  • Authored internal communication guides that were adopted company-wide, improving team resolution efficiency by 2%
  • Assisted in the implementation of new call center software, reducing call handling time by 14 minutes per interaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Spearheaded customer retention campaign, achieving a 24% improvement in client retention over system.

Affiliations

  • Rotary International
  • International Association of Administrative Professionals
  • First Contact Resolution Improvement Group
  • International Customer Service Association (ICSA)
  • Society for Service Executives and Leaders
  • Customer Service Professionals Network (CSPN)
  • Project Management Institute (PMI) - Customer Service Projects Specialization
  • American Medical Informatics Association
  • Association for Computing Machinery
  • Six Sigma Black Belt Certification CPA in Process Improvement

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Contact Center Manager (CCCM) - Brightline
  • Certified Support Desk Specialist (CSDS) Northwind
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Success Manager (CCSM)
  • Salesforce
  • Google IT Support Professional Certificate
  • HDI Customer Service Representative Certification

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