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Skills

  • Microsoft Office expertise
  • Workflow Optimization
  • Office equipment proficiency
  • Materials transport
  • Data evaluation
  • Fleet dispatching
  • Promotional support
  • Interpersonal skills
  • Employee coaching
  • In-store support

Work Experiences

  • Helped associates advance their careers by discussing opportunities for advancement within the company.
  • Analyzed customer complaints data.
  • Achieved Outstanding Service Award within 2021.
  • Achieved a 68% increase in first-time resolution rates.
  • Achieved results within 18 months.
  • Collaborated with the IT team to deploy a chatbot, reducing email/chat response time by 27% and improving customer self-service options.
  • Coached underperforming agents.
  • Collaborated with product development teams to refine Tableau features based on customer feedback, resulting in a 35% drop in product-related complaints.
  • Analyzed call center metrics.
  • Coached underperforming agents by providing actionable feedback, which led to a 47% increase in individual productivity within two years.

Summaries

  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of procedure agencies.
  • HubSpot expert who excels at meeting and exceeding sales targets.
  • Excel in Microsoft Excel offerings, QuickBooks use, and budget management.
  • With sharp business and marketing writing skills, this person has a polished personality.
  • Customer Service Team Leader who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Mentoring and coaching skills in a dynamic professional.
  • Proudly promoting numerous awards for a distinguished career of service.
  • Customer service professional who is used to working in a fast-paced metric call center environment.

Accomplishments

  • Collaborated with the IT department to implement a live chat feature that improved inquiry response times by 25% and increased overall customer engagement.
  • Standardized customer onboarding calls, reducing the average drop-off rate by 78% and improving customer lifetime value through more effective first interactions.
  • Devised and conducted training seminars that improved agent knowledge in Workday, resulting in a 46% rise in customer satisfaction and an 12% improvement in service accuracy.
  • Improved cross-team communication with regular alignment meetings, leading to a 8% reduction in service errors and facilitating quicker issue resolution.
  • Elected as the primary point of contact for resolving escalated customer cases resulting in a 11% drop in escalations and improved turnaround times by 81%.
  • Facilitated cross-functional alignment across marketing, sales, and IT teams, resolving 2 customer issues within 18 business days, cutting response time by 76% from previous benchmarks.
  • Implemented new complaint handling protocols that reduced average resolution time from 16 days to 8 days, improving customer satisfaction scores by 30%.
  • Introduced a comprehensive knowledge base system that cut down agent inquiry handling times by 13% and reduced internal escalation by 74%.
  • Developed predictive analytics models with IT to forecast call volumes, improving resource planning and reducing overstaffing by 69%.
  • Championed a new customer feedback survey system that provided actionable insights, increasing NPS score by 18 points within three years.

Affiliations

  • Participant, Customer Success Training hosted by ServiceNow University, developing skills in effective SLA tracking and service consistency.
  • Member, Customer Experience Professionals Association (CXPA), exploring case studies for data-driven decision making in support teams.
  • Collaborated with the Customer Success Association (CSA), attending forums that discussed the latest trends in customer engagement strategies.
  • Partnered with the National Association for Sales and Customer Support, contributing to whitepapers focused on leadership in customer-facing roles.
  • Trained under the National Business Research Institute (NBRI) in advanced service performance analytics and customer satisfaction surveys.
  • Associated with the WFM Professionals Network, applying learned workforce management methods to optimize team performance.
  • Achieved Certified Customer Service Manager credential from the Professional Association for Customer Engagement (PACE).
  • Member, Zendesk Community Network, sharing insights gained from cross-functional collaboration and feedback system initiatives using HubSpot.
  • Gold Member, Customer Support Leaders Network, active partaker in annual events covering emerging tools and technologies for service enhancements.
  • Member, International Customer Service Association (ICSA), actively involved in discussions on industry best practices and member-exclusive training.

Certifications

  • Workplace Coaching Certification - Association for Coaching, 2017
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Process Outsourcing (BPO) Manager - Northwind, 2024
  • Certified Support Professional (CSP) - Service Strategies, 2018
  • Microsoft Office Specialist (MOS)
  • Digital Customer Strategy & Design Certification - Ironclad Systems, 2017
  • Salesforce Certified Service Cloud Consultant - Salesforce, 2021
  • KPI Professional Certified - The KPI Institute, 2020
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe

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