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Skills

  • Employee coaching
  • Direct sales
  • Complaint handling and de-escalation
  • Conflict mediation
  • Call center experience
  • Technical troubleshooting
  • Customer relations
  • Client onboarding and training
  • High-energy attitude
  • Key Performance Indicator (KPI) Monitoring

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Conducted customer interviews for method issues and provided feedback to the management team.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Provided ServiceNow consultations to customers, addressing process concerns.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Customers were contacted about service upgrades, new program services, and account changes.

Summaries

  • Customer Service Support Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Customer service professional who is used to working in a fast-paced standard call center environment.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Client service professional with 16 years of experience interacting with clients.
  • Effective Customer Service Support Specialist with 10 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Trained in the use of Microsoft Excel and has in-depth knowledge of team leadership.

Accomplishments

  • Collaborated with the IT department on the deployment of HubSpot, enabling a unified communication platform that reduced internal customer transfers by 66%.
  • Proactively engaged with customers post-issue resolution to ensure continued satisfaction, reducing callback rates by 43%.
  • Built strong customer relationships by introducing system, which contributed to a 28% increase in customer retention rates.
  • Resolved 7 high-priority issues escalated by senior management, ensuring all were addressed within the designated SLA.
  • Reduced average call handling time by 19% through effective call structure training and the use of category.
  • Reduced training time for new hires by 81% by creating a comprehensive training manual, incorporating common call scenarios, and best practices.
  • Created detailed troubleshooting guides for QuickBooks, leading to a 54% reduction in product returns and increased customer satisfaction.
  • Implemented process improvements that decreased support resolution times by an average of three years across all customer-facing teams.
  • Led the effort to implement a customer loyalty program, improving repeat purchases by 31% and reducing churn by 30%.
  • Automated repetitive follow-up tasks using QuickBooks, which improved overall team efficiency by 60% and reduced response times.

Affiliations

  • Attendee, Annual Live Chat Support Excellence Conference, 2023
  • Organizer, Live Chat Support Best Practices Meetup, 2023, Seattle
  • Panel Speaker, Customer Transformation & Care Conference, 2017
  • Attendee, Zendesk Relate Global Conference, 2018
  • Chair, Annual Local Customer Satisfaction Workshop, 2023
  • Member, International Customer Management Institute (ICMI), 2022–Present
  • Affiliate Member, Customer Service Professionals Network (CSPN), 2015-Present
  • Participant, Freshdesk Solutions Forum, 2021
  • Member, Society of Workforce Planning Professionals (SWPP), 2016-Present
  • Contributor, Support Operations Professionals LinkedIn Group, 2018-Present

Certifications

  • Certified Contact Center Team Leader (CCCTL) - Cedar Works
  • Apple Certified Associate (ACA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Service Desk Manager (CSDM)
  • Google Professional Workspace Administrator
  • Cisco Certified Network Associate (CCNA)
  • Customer Service Excellence Certification (CSEC) - Portland
  • Certified Public Accountant (CPA)
  • HubSpot Service Hub Software Certification
  • Certified Help Desk Manager (HDM)

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