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Skills

  • Service standard compliance
  • Key stakeholder relationship building
  • Background in risk assessment
  • Multi-line phone talent
  • Sales expertise
  • Account updates
  • Power BI proficiency
  • Agile methodology in customer support
  • Staff education and training
  • Complaint resolution

Work Experiences

  • Investigated and resolved pricing and database issues to maintain the accuracy and efficiency of quotes and turn-around times.
  • Used crisis management techniques to respond to disruptive events and provide corrective solutions while maximizing customer satisfaction.
  • Greeted and assisted customers at a busy retail store with a monthly revenue of $11.
  • Managed complex and sensitive client relationships as well as quality control issues, positively influencing business direction and management.
  • Created two years status and performance reports to help with continuous improvement.
  • Reduced accounting errors by utilizing Asana for invoice reporting and financial processes.
  • Quickly resolved and reviewed all issues, assisting in the reduction of product discrepancies.
  • Used clear metrics to measure customer support success in order to meet the 12% of the past year goal.
  • Kept track of employee performance to see where they could improve and where they needed more training.
  • Reduced product inconsistencies by resolving issues and completing projects on time.

Summaries

  • In a fast-paced environment, highly organized and efficient, communicating effectively with clients and stakeholders at all levels of the organization.
  • Skilled at staff training and building rapport with clients.
  • Motivator and problem solver with exceptional people skills.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Customer Support Manager is an outgoing individual who excels at customer satisfaction and retention.
  • Very knowledgeable about Tableau, as well as framework competitors and offerings.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • QuickBooks and system techniques have been taught to me.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Sales Associate who is enthusiastic, outgoing, and fashion-forward and who excels at establishing positive relationships with new and existing customers by providing superior customer service.

Accomplishments

  • Collaborated with team of 6 in the development of standard.
  • Launched
  • Planned
  • Responded
  • Ensured
  • Maintained
  • Streamlined
  • Computed Data Reports: Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Trained

Affiliations

  • International Council of Customer Service Organizations (ICCSO)
  • Certified Customer Service Professional (CCSP) from HDI
  • National Speakers Association (NSA)
  • Customer Experience Professionals Association (CXPA)
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Toastmasters
  • Project Management Institute
  • Society of Women Engineers
  • Lions Club
  • International Council of Nurses

Certifications

  • Customer Journey Mapping & Analysis Certification from Meridian
  • Certified in Customer Experience Management (CEM) from Cedar Works
  • Advanced Data Analytics Certification for Customer Success from Meridian
  • Certified Support Manager (CSM) from The Service Desk Institute (SDI)
  • Customer Service Excellence Certification from Vantage
  • CX Certification by Forrester
  • Certified Emotional Intelligence (EI) Specialist for Customer Service from Harbor & Co.
  • Adobe Certified Expert (ACE) Jira
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Application Specialist (MCAS)

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