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Skills

  • Medical terminology knowledge
  • Strategic sales knowledge
  • Route dispatch
  • Professional telephone demeanor
  • Recordkeeping strengths
  • Retail store support
  • Credit card processing
  • Cross-functional team collaboration
  • Content creation for support newsletters
  • Retail materials management

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept up to date on product and service changes.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Welcomed, greeted, and assisted customers, generating $7 in 18 months revenue in a high-traffic store.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Contributed to $13 in annual store sales per 6 months.
  • Acquired 4 new customers, resulting in 14% revenue for the team.
  • Increased the team's revenue by over $15 in sales.
  • Educated employees on company procedures and services.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Within Customer Service, senior Customer Service Writer and outstanding performer in team leadership and process improvement.
  • Motivated to keep customers happy and contribute to the company's success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer service specialist with over 2 years of experience resolving account and service issues for Customer Service clients.
  • QuickBooks expert with experience in vendor management services.
  • Customer Service Writer is a service-oriented Customer Service Writer with unrivaled customer service, task prioritization, and time management skills.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Power BI expert with 10 years of experience in related roles.
  • Customer Service Writer with 3 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Optimized over 10 high-priority customer service scripts, achieving a 18% improvement in customer satisfaction.
  • Analyzed feedback from customer service quality assurance audits to draft new support templates, increasing customer satisfaction scores by 34%.
  • Partnered with sales and marketing to develop content that clarified promotional offers, improving lead-to-sale conversion rates by 78%.
  • Collaborated with engineering to refine product explanations for high-impact features, improving conversion rates by 59%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Produced daily, weekly, and monthly service performance summaries to inform management of customer sentiment trends.
  • Created post-interaction surveys that provided actionable insights to improve service operations, collecting 4 new responses monthly.
  • Authored blog-style content aimed at customer self-service, increasing self-resolution rates by 27%.
  • Co-authored best practice articles for complex troubleshooting queries, resulting in a 74% improvement in agent efficiency.
  • Worked with product managers to reduce ticket volume by 42% through clearer, FAQ-style content addressing common customer issues for ServiceNow.

Affiliations

  • Rotary International
  • National Society of Customer Service Trainers (NSCST)
  • Customer Success Network Leadership Summit Atlanta
  • Product Marketing Alliance (PMA)
  • Social Media Marketing World Conference 2018
  • Customer Retention Specialist Certification program
  • Society for Technical Communication (STC)
  • Freemason
  • Customer Success Association (CSA)
  • International Association of Administrative Professionals

Certifications

  • Amazon Web Services (AWS) Customer Service Essentials
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service & Sales Training Certificate
  • Certified SLA & Service Management Associate
  • Certified Application Support Specialist
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • Customer Service & Troubleshooting Mentorship Certification
  • Certified Technical Support Engineer (CTSE)
  • Certified Professional in Customer Relationship Management (CPCRM)

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