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Skills

  • Multitasking
  • i-channel contact center software
  • Good communication skills
  • Retail merchandising experience
  • Key holder experience
  • Computer literate
  • Employee relations
  • Professional telephone demeanor
  • Sales expertise
  • Power BI software

Work Experiences

  • Requests and unresolved issues are directed to the appropriate resources.
  • Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.
  • Checked terms for initiative and standard policies to determine rules and enforce them with customers.
  • Followed company policies and procedures by promoting a positive and productive workplace for all employees.
  • Establish rapport after a cold call.
  • Import and export transactions are processed both in person and in an electronic environment.
  • By clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to solve the problem, I was able to resolve product or service issues.
  • Successfully communicated with customers and employees via phone, fax, email, and in-person.
  • Kept accounts by addressing potential cancellations and providing tailored solutions to keep them active.
  • Met or exceeded revenue targets with successful promotions of QuickBooks during routine inbound calls and outbound sales follow-ups.

Summaries

  • Great phone skills and procedure talents have a proven track record of increasing productivity and customer satisfaction.
  • Bring extensive high-call volume experience working with program consumers spanning 18 years.
  • Skilled at establishing and maintaining customer trust in order to maintain loyalty.
  • Bringing a 18-year history of ensuring customer satisfaction and contributing to the company's success.
  • Willing to travel and work a variety of shifts.
  • Building productive relationships, resolving complex issues, and gaining customer loyalty are all skills that this motivated professional possesses.
  • Dedicated to improving customer satisfaction and retention by resolving problems quickly and accurately.
  • Fluent in French. Personable and professional communicator.
  • Customer Service Specialist with 3 years of experience solving problems creatively and achieving win-win outcomes using tact and diplomacy.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.

Accomplishments

  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Handled technical troubleshooting inquiries with an 76% success rate, leading to improved service desk efficiency.
  • Introduced a live chat option that resulted in a 81% improvement in first-response time for online customers.
  • Standard 13 WPM data entry rate, with 11% accuracy.
  • Developed and maintained detailed customer profiles in CRM, ensuring 49% accuracy in order tracking and follow-up.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Facilitated communication between dissatisfied customers and management, reducing negative reviews by 51% and improving overall brand image.
  • Worked collaboratively with product development teams, leveraging customer insights to propose updates resulting in a 68% reduction in customer complaints.
  • Resolved product issue through consumer testing.
  • Documented and resolved system which led to method.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • International Association of Administrative Professionals
  • Association for Talent Development (ATD) - Customer Leadership Trainers
  • Customer Feedback and Research Professionals Association
  • Association for Computing Machinery
  • Customer Service Professionals Network (CSPN)
  • International Call Management Institute (ICMI)
  • American Marketing Association
  • International Customer Management Institute (ICMI)
  • Rotary International

Certifications

  • CompTIA Network+
  • Certified Customer Service Professional (CCSP) - Vantage
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Phone & Chat Customer Service – Summit Group
  • ServSafe
  • Computer Training Certificate
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified

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