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Skills

  • Key holder experience
  • Interpersonal communication skills
  • Exceptional time management skills
  • Upselling techniques
  • Retail merchandising experience
  • International sales support
  • Payroll and budgeting
  • Workflow planning
  • Cross-functional collaboration
  • CallSelect communication systems

Work Experiences

  • Developed and maintained strong working relationships with my peers and upper management.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Got better.
  • Trained new agents on proper customer service techniques and used a quality assurance program to score calls.
  • Reviewed backordered products to ensure that the available items were placed in the shipping queue on a daily basis.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Was in charge of all day-to-day operations at 9 store locations.
  • Consistently outperformed my daily credit card application goals.
  • Invented
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.

Summaries

  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Customer service and sales expert capable of recognizing customer needs and offering solutions to problems.
  • Expert
  • Service-driven
  • Customer Support Team Leader is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • Within Customer Service, senior Customer Support Team Leader and outstanding performer in workflow optimization and process improvement.
  • Active listening skills are undeniable in a recent graduate.
  • Focused on customer service
  • Looking to join an established company as a Customer Service Lead with exceptional skills.
  • Certifications in customer service are available.

Accomplishments

  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Collaborated with team of 8 in the development of category.
  • Participated in cross-functional meetings, representing customer support, ensuring that customer-facing needs were prioritized in Workday development.
  • Metric 4 WPM data entry rate, with 9% accuracy.
  • Successfully launched a customer satisfaction improvement plan, increasing NPS (Net Promoter Score) by 34% within 2021.
  • Designed and executed data-driven customer feedback analysis strategies, resulting in actionable product changes and a 19% drop in customer churn rates.
  • Documented and resolved initiative which led to metric.
  • Achieved status as one of 14 top sales performers in the region comprised of 12 stores.
  • Systematically increased the accuracy of customer issue triaging, resulting in reduced hand-off errors by 17% and improved ticket close rates by 11%.
  • Improved the accuracy and speed of technical support responses by integrating AI tools, reducing first response time by 17 minutes and maintaining a 19% CSAT.

Affiliations

  • National Association of Social Workers
  • Support Driven - Engaged in discussions on team utilization and workforce optimization techniques
  • Contact Center Network Group (CCNG) - Engaged in extensive workshops on improving satisfaction rates and meeting KPI targets
  • International Association of Support & Service Leaders (IASSL) - Attended workshops on international communication strategies
  • Call Center Training Frontiers (CCTF) - Engaged in formulating and implementing effective training modules for technical support staff
  • Help Desk Managers International (HDMI) - Participated in forums dealing with churn reduction within global teams
  • International Customer Service Association (ICSA) - Active participant, providing insights on support best practices
  • International Help Desk Managers Association (IHDMA) - Regularly contributes to discussions on advanced workforce management solutions
  • Service Leader Academy - Connects with peers to develop enhanced customer support strategies and knowledge expansion
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Support Performance Consultant (CSPC) from Service Strategies
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified AI Customer Interaction Specialist (AICIS) from Meridian
  • Association for Project Management (APM)
  • Certified Lead Contact Center Supervisor (CLCCS) by PACE Association
  • Communications and Relationship Building Certification by Meridian
  • ServSafe
  • Microsoft Certified: Azure AI Fundamentals
  • Certified Information Systems Auditor (CISA) from ISACA

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