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Skills

  • Route dispatch
  • Company branding
  • Data entry
  • Building team morale through positive reinforcement
  • Staff education and training
  • Customer relations
  • Training development aptitude
  • Change management and innovation
  • Key stakeholder relationship building
  • Account management

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Trained new team members in service techniques and managed the quality assurance program's scoring.
  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Educated employees on company procedures and services.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Customer service training processes were implemented and developed by me.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Contributed to $17 in annual store sales per several months.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Very knowledgeable about Asana, as well as program competitors and offerings.
  • Competent Customer Service Representative Team Lead with a desire to exceed sales targets and establish long-term customer relationships.
  • Costs were consistently reduced while profits were increased.
  • Microsoft Excel and standard techniques have been taught to me.
  • Committed to providing world-class customer service while remaining professional.
  • Bring extensive high-call volume experience working with standard consumers spanning 10 years.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Salesforce expert with experience in performance reporting services.

Accomplishments

  • Created and oversaw team’s use of CRM tools, enhancing team’s ability to track resolutions and improving issue closure rates by 46%.
  • Led team of 12 customer service representatives to achieve 21% improvement in first response time over a period of system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with sales and technical teams to refine product knowledge, increasing cross-team support efficiency by 41%.
  • Reduced average response time by 49% through effective use of automation tools, enhancing overall customer satisfaction.
  • Developed scorecards powered by data visualization tools to track agent performance, improving team metrics by 83%.
  • Provided coaching and one-on-one mentoring to representatives, helping 22% of the team meet or exceed performance goals.
  • Utilized data-driven techniques to allocate resources during peak call hours, reducing wait times by 39% in program.
  • Introduced a customer feedback analysis system leading to a notable improvement in Net Promoter Score (NPS) by 28% within program.
  • Facilitated soft skills training that improved the team’s conflict resolution time by 42%, enhancing customer satisfaction.

Affiliations

  • Participant, Change Management for Leadership Seminar (Northwind, 2022)
  • Member, Toastmasters International, enhancing public speaking and communication skills
  • Participant, Conflict Management and Resolution Techniques Seminar (category, 2017)
  • Society of Human Resource Management
  • National Association of Social Workers
  • Participant, Cross-Functional Training Program (Vantage, 2015)
  • Trainer, Professional Communication & Interpersonal Skills Workshops (2017)
  • Member, American Society for Quality (ASQ), fostering continuous improvement
  • Member, International Institute of Customer Service Professionals
  • Association of Information Technology Professionals

Certifications

  • Professional in Customer Relationship Management (CRM) – Summit Group
  • Certified Customer Retention Specialist (CCRS), Summit Group
  • Customer Operations Efficiency Certification – Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • Agile Customer Service Leadership Certification – Lakeside Partners
  • CompTIA Network+
  • Certified Communication and Soft Skills Trainer – Harbor & Co.
  • Certified Call Center Manager (CCCM) - Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Satisfaction Mastery Program – Lakeside Partners

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