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Skills

  • Service standard compliance
  • Complaint resolution
  • Inventory control
  • Retail store support
  • Retail sales customer service
  • Schedule mastery
  • Strategic sales knowledge
  • Customer Service regulations knowledge
  • Money handling abilities
  • Sales expertise

Work Experiences

  • Achieved 59% fewer processing errors than the team average.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Took 6+ inbound calls per day and directed them to the appropriate people or departments.
  • Setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations were all things I helped customers with.
  • Entered customer interaction details into Microsoft Excel to track requests, document problems, and record solutions offered.
  • Trained 3 new employees in procedures and policies in order to improve team performance each quarter.
  • Informed customers about special pricing and company offerings.
  • Achieved 82% growth in repeat business.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.

Summaries

  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Trained in the use of Jira and has in-depth knowledge of performance reporting.
  • Dedicated to meeting and exceeding framework objectives through effective communication and standard abilities.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Excel in Salesforce offerings, ServiceNow use, and workflow optimization.
  • Customer Service Staff Member with over 13 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Proven ability to build rapport with clients and meet or exceed sales targets.
  • Bring extensive high-call volume experience working with method consumers spanning 8 years.
  • Customer Service Staff Member proactive with experience in providing support and resolving customer complaints.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.

Accomplishments

  • Exceeded departmental goals by maintaining an average ticket resolution time of under 18 minutes for several months.
  • Created a culture of high performance by regularly coaching peers and reinforcing customer-centric values that drove a 55% increase in positive feedback.
  • Exceeded monthly customer retention goals by 66% through proactive outreach and personalized communication strategies.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Reduced customer churn by 70% through tailored follow-ups and personalized retention offers.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Implemented a call prioritization system to ensure high-volume periods were handled efficiently, reducing abandoned call rates by 59%.
  • Implemented customer feedback loops and issue tracking systems that enhanced response strategies, reducing repeat calls by 40%.
  • Developed and delivered onboarding materials for new software, reducing the learning curve for new hires by 9 hours.
  • Led training sessions for new customer service staff on CRM technology and communication best practices, improving team effectiveness by 62% within 13 months.

Affiliations

  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • International Customer Management Institute (ICMI)
  • Project Management Institute
  • Customer Experience Association of the Americas
  • Jaycees
  • Customer Contact Week (CCW) Network
  • Association for Computing Machinery
  • American Medical Informatics Association
  • American Marketing Association (AMA) - Customer Relations Specialization

Certifications

  • Advanced Customer Support Management Certificate - Summit Group
  • Customer Experience Specialist (CES) - Meridian
  • Certified Call Center Manager (CCCM) - Summit Group
  • SAP Certified Application Associate
  • Advanced Certificate in Business Accounting
  • Certified Technical Support Professional (CTSP) Lakeside Partners
  • CompTIA Network+
  • Certified Contact Center Supervisor (CCCS) – Summit Group
  • Google Certified Professional Cloud Architect
  • Customer Service Representative Certificate

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