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Skills

  • Customer satisfaction improvement strategies
  • Credit card processing
  • Account management
  • Complaint resolution
  • Case resolution time reduction methodologies
  • Money handling abilities
  • Employee performance reviews
  • Staff education and training
  • Conflict resolution and employee relations
  • Report preparation

Work Experiences

  • Contributed to $9 in annual store sales per 6 months.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Welcomed, greeted, and assisted customers, generating $7 in one year revenue in a high-traffic store.
  • Acquired 4 new customers, resulting in 11% revenue for the team.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Asana expert with 18 years of experience in related roles.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Bring extensive high-call volume experience working with initiative consumers spanning 9 years.
  • Dedicated to exceeding expectations and leading the team to success.
  • Workday and framework techniques have been taught to me.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Customer Service Shift Supervisor who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Shift Supervisor proactive with experience in providing support and resolving customer complaints.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 4 years.

Accomplishments

  • Implemented a conflict resolution program that reduced employee turnover by 29% in 2023.
  • Recognized for adding the highest number of positive customer testimonials and reviews within the company in 2023.
  • Used CRM software ServiceNow to manage customer relationships, reducing churn by 35% over several months.
  • Consistently achieved upselling revenue goals, with a 48% increase in average order value within two years.
  • Decreased average response time to customer inquiries from two years to 6 months, enhancing team efficiency and customer satisfaction scores.
  • Resolved product issue through consumer testing.
  • Partnered with the sales department to train team members on upselling strategies, increasing cross-sales by $10 over 6 months.
  • Led a team of 6 customer service agents during high-volume shifts, achieving a 82% increase in resolution speed.
  • Reduced operational costs by 22% through the introduction of a shift scheduling optimization tool, balancing peak demand with staff availability.
  • Assisted the HR department with ongoing training needs assessments, which streamlined staff learning programs and improved service by 79%.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • American Society for Quality (ASQ)
  • American Marketing Association
  • Help Desk Institute (HDI)
  • Society of Human Resource Management
  • International Society for Performance Improvement (ISPI)
  • Jaycees
  • Customer Service Managers Association (CSMA)
  • Association of Information Technology Professionals
  • Rotary International

Certifications

  • Cisco Certified Network Associate (CCNA)
  • ISO 9001 Lead Auditor for Customer Service - framework
  • Human Leadership in Service Teams Certification - Summit Group (Seattle)
  • Certified Team Leader in Customer Service Operations - Cedar Works (2023)
  • Certified Leadership in Service Excellence (CLSE) - 2023
  • Certified Specialist in Multi-Channel Support - Cedar Works (Jira Mastery)
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Workforce Management Professional - SAP
  • Certified Public Accountant (CPA)

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