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Skills

  • Project management
  • Training development aptitude
  • International sales support
  • Complaint resolution
  • Service standard compliance
  • Clerical support
  • Customer retention strategies
  • Multi-line phone talent
  • Key stakeholder relationship building
  • Materials preparation

Work Experiences

  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Shared strategic insights with interdepartmental teams about customer experience and service-related trends to improve service delivery.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Customer service training processes were implemented and developed by me.
  • Invented
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • On-site training was provided by me.
  • Update account information to keep customer records up to date.
  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Educated employees on company procedures and services.

Summaries

  • Dependable and courteous self-starter and team player seeking to apply previous experience to a procedure position with a forward-thinking organization.
  • Service-driven
  • Fluent in Spanish. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer service specialist with 16 years of framework experience who is dedicated and detail-oriented.
  • Professional with over 17 years of experience in project management and process improvement initiatives across the enterprise.
  • Fluent in both English and Spanish.
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Ambitious

Accomplishments

  • Provided on-site and remote support for initiative troubleshooting, consistently receiving positive feedback from 42% of customers.
  • Trained 16 new hires on customer support systems, ensuring consistent handling of Salesforce issues and improving first-call resolution by 27%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained SLA compliance by resolving support cases within agreed-upon timelines, contributing to a 21% customer retention boost.
  • Resolved an average of 15 technical support cases per day, contributing to a 79% overall customer satisfaction rate.
  • Created multilingual support documentation, extending service accessibility to 15 languages, increasing international customer satisfaction by 48%.
  • Contributed to a 63% improvement in net promoter score (NPS) through proactive customer interaction strategies.
  • Conducted customer sentiment analysis using Workday, which resulted in actionable insights and a 84% improvement in service satisfaction.
  • Helped achieve departmental goal of a 48% decrease in complaint escalation through effective resolution strategies.
  • Continuously exceeded individual and team KPIs for accuracy and speed, contributing to a Outstanding Service Award for top service team in Columbus.

Affiliations

  • Society of Women Engineers
  • Help Desk International (HDI) – Earned Customer Support Analyst certification in 2015, learning advanced de-escalation techniques.
  • Rotary International
  • Society for Service Excellence (SSE) – Engaged member exchanging insights on exceptional customer experience strategies.
  • Association for Information and Image Management (AIIM) – Participated in webinars focused on document management and improving knowledge base structures.
  • Problem Resolution Mastery Network – Member-driven study groups focused purely on honing advanced and critical issue resolution methods.
  • Online Business Association – Participating member focused on understanding how technology like ServiceNow changes customer support dynamics.
  • Zendesk User Group – Contributor to specialized discussion groups on improving chat support through advanced Tableau functionalities.
  • National Association of Social Workers
  • International Association of Administrative Professionals

Certifications

  • Customer Service Quality Improvement Certification, 2024
  • Certified Business Analysis Professional (CBAP)
  • Salesforce Certified Administrator - 2016
  • Certified Complaint Resolution Specialist (CCRS), 2019
  • Google Certified Professional Cloud Architect
  • Call Center Management Certification – Harbor & Co., 2024
  • CompTIA Network+
  • Zendesk Support Administrator, 2023
  • Microsoft Dynamics 365 Customer Service Functional Consultant, 2015
  • ServSafe

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