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Skills

  • Complaint resolution
  • Account management
  • Order fulfillment
  • Leadership
  • Credit card processing
  • Agent Training Program Development
  • Data-driven decision making
  • Service standard compliance
  • Warehousing functions
  • Staff education and training

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Checked the status of orders with backordered products and coordinated timely shipments every day.
  • In the top 2% of employees for successful implemented.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Provided clients with basic technical support for a variety of initiative company products.
  • Acquired 9 new customers, resulting in 4% revenue for the team.
  • Was in charge of high-volume paperwork and worked with the program department to resolve billing and shipping issues.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Bring extensive high-call volume experience working with metric consumers spanning 11 years.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 3 years.
  • Customer Service Team Manager with 10 years of experience in dealing with customer requests and concerns.
  • Expert at providing relevant information and options for resolving problems effectively.
  • With extensive knowledge of data analysis and proven multitasking abilities, I am well-versed in project and time management.
  • Customer support protocols for Workday are well-understood by a skilled call center representative.
  • Worker with a strong understanding of initiative organization and standard product issues.

Accomplishments

  • Utilized real-time data analytics to identify key inefficiencies, resulting in a 46% improvement in service response times.
  • Developed key service-level agreements (SLAs), resulting in a 52% on-time service rate improvement.
  • Documented and resolved procedure which led to process.
  • Developed and enforced customer service policies, reducing overall case handling time by 69% over 18 months.
  • Led multi-channel support teams (phone, chat, email) and increased response time efficiency by 21%.
  • Mentored and coached team leads to achieve realistic KPIs, resulting in a 64% increase in departmental performance.
  • Introduced new customer outreach programs, raising the average CSAT score by 15 points across the Raleigh region.
  • Improved agent productivity by implementing innovative workflow systems, reducing handling time by 9 minutes per inquiry.
  • Leveraged root-cause analysis techniques to minimize repeat complaints by 26% within three years.
  • Implemented customer account management strategies that led to a 6% overall upsell increase in services.

Affiliations

  • Member of the International Association of Professional Service Leaders
  • American Marketing Association
  • Project Management Institute
  • Global Association for Contact Center Managers
  • Training Industry Networking & Certification
  • International Customer Management Institute (ICMI) Membership
  • International Customer Service Association (ICSA)
  • Project Management Institute (PMI)
  • Society of Women Engineers
  • Customer Service Professionals Network

Certifications

  • CompTIA Security+
  • KPI Analytics in Customer Service Certification – system
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) - American Society for Quality
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Lifecycle Management Professional – method
  • Certified Team Leader (CTL) – initiative
  • Google Analytics Individual Qualification (GAIQ) - Google
  • Certified Sales Leadership Professional (CSLP) – Sales Management Association
  • Certified Customer Service Manager (CCSM) - Summit Group

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