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Skills

  • Business Administration
  • Workflow planning
  • Presentation design
  • Customer experience (CX) enhancement
  • Policy and procedure modification
  • Data entry
  • Inter-department collaboration
  • Power BI proficiency
  • Conflict resolution strategies
  • Accounts payable / accounts receivable

Work Experiences

  • Achieved Outstanding Service Award for resolving customer issues within 5 minutes, ensuring client expectations were exceeded while maintaining optimal efficiency.
  • Evaluate customer satisfaction on a regular basis in terms of phone call handling, order acceptance skills, service skills, productivity, and so on.
  • Completed documentation and logs, as well as weekly reports detailing activities for Customer Service Supervisor every day.
  • Assessed associate-customer interactions to identify areas that needed to be improved.
  • Oversaw a daily call volume of 14 for the department.
  • Ensure that 100% of customer feedback is received, entered into the system, and action is taken.
  • Took advantage of $5 in customer up-sell opportunities, which resulted in a revenue increase of 4%.
  • Was in charge of the customer service department, which included cashiers, clerks, and other employees.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Was in charge of program files and records for 16 clients, as well as following security procedures to prevent data breaches and misuse.

Summaries

  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Bring extensive high-call volume experience working with system consumers spanning 8 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Quality assurance and training are two areas in which she excels.
  • Team player who is methodical and detail-oriented and has expertise in project management.
  • 5 years of experience in progressive roles of accountability and leadership as a talented Customer Service professional.
  • Fluent in German. Personable and professional communicator.
  • Customer Service Supervisor is a multi-talented Customer Service Supervisor who is consistently rewarded for planning and operational improvements.
  • Sales, recruiting, and people management are among his specialties.

Accomplishments

  • Routinely helped as many as 17 customers each day in a high-volume retail outlet.
  • Contributed to a 12% drop in shoplifting through increased awareness and intervention measures.
  • Reviewed
  • Procedure Interacted with 4+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
  • Database Maintenance: Assisted in the managing of the company database and verified, edited and modified members’ information.
  • Sales: Consistently generated additional revenue through skilled sales techniques.
  • Liaised
  • Responded
  • Collaborated with team of 14 in the development of standard.
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.

Affiliations

  • International Customer Service Association (ICSA)
  • Society of Customer Relations Management (SCRM)
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Toastmasters
  • Customer Relationship Management Specialists Society
  • Customer Service Supervisors Association (CSSA)
  • Customer Experience Professionals Association (CXPA)
  • Freshdesk Professionals Network
  • Customer Success Association

Certifications

  • Sales Manager Certificate
  • Certified Escalation Manager (CEM) - standard
  • CompTIA Network+
  • Certified Professional in Customer Success Management (CPCSM)
  • Certified Information Systems Analyst - Customer Service Focus (CISA-CSF)
  • Certified Technical Support Professional (CTSP) - Northwind
  • Certified Public Accountant
  • Certified Customer Service Manager (CCSM) - Brightline
  • ITIL Foundation Certification process
  • Project Management Professional (PMP)

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