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Skills

  • Agile support environment experience
  • Customer feedback analysis
  • Sales expertise
  • Customer issue escalation and resolution
  • Warehousing functions
  • Data entry
  • Customer inquiry response time reduction
  • Key stakeholder relationship building
  • Cross-functional collaboration
  • Money handling abilities

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Created and maintained a detailed database to develop promotional sales.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Averaged 11 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Contributed to $14 in annual store sales per three years.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Taught new employees about the company's operations, policies, and services.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Strengths in strategic planning and data analysis backed up by Customer Service training.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • QuickBooks and framework techniques have been taught to me.
  • Within Customer Service, senior Digital Customer Care Agent and outstanding performer in performance reporting and risk assessment.
  • Worker with a strong understanding of process organization and initiative product issues.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • ServiceNow expert with experience in risk assessment services.
  • Committed to providing world-class customer service while remaining professional.
  • Digital Customer Care Agent who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Collaborated with team of 3 in the development of standard.
  • Performed proactive customer outreach campaigns, which reduced service termination requests by 26% % in 2020.
  • Assisted over 7 customers per day through multichannel support (email, chat, phone), achieving a 53% satisfaction rating.
  • Developed clear and concise documentation for account troubleshooting processes, reducing the need for managerial escalation by 15% %.
  • Successfully onboarded 13 customers onto the platform, improving adoption rates by 70% within the first 18 months.
  • Provided multichannel technical support, keeping customer wait times under 14 minutes and improving CSAT scores by 56% %.
  • Revamped customer inquiry workflows, reducing resolution time from process to category, and improving first-call resolution rates.
  • Monitored real-time customer activity and proactively addressed account issues, reducing chargeback cases by 25% over 18 months.
  • Utilized advanced up-selling techniques, contributing to a 27% increase in monthly revenue.
  • Used knowledge of AI-based chatbot systems to assist in the first-level resolution of inquiries, handling 62% of all tickets within three years.

Affiliations

  • Project Management Institute
  • Affiliate of the Digital Customer Support Network the Pacific Northwest Chapter
  • Member of Help Desk Institute (HDI) for technological and customer support education
  • International Council of Nurses
  • Membership in the Customer Experience Professionals Association (CXPA)
  • Contact Center Network Group (CCNG) Engagement since 2017
  • Certification through Organization X Lean
  • Society of Women Engineers
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)

Certifications

  • Customer Relationship Professional Certification by Summit Group
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service Excellence Program by Cedar Works
  • CompTIA Network+
  • Certified Crisis Management Professional in Customer Support
  • Google Certified Professional Cloud Architect
  • Certified Business Analysis Professional (CBAP)
  • Digital Customer Support Certification from Northwind
  • Service Desk Institute (SDI) Service Desk Analyst Certification
  • Support Track Software Professional Certification by Salesforce

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