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Skills

  • Account management
  • CRM data entry and database management
  • Client Onboarding Assistance
  • Customer outreach for promotional offers
  • Staff education and training
  • International sales support
  • Bilingual customer service support (program)
  • Sales expertise
  • Call center software proficiency (Microsoft Excel)
  • Team training and development

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Handled over 14 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept the framework and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Acquired 8 new customers, resulting in 4% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Welcomed, greeted, and assisted customers, generating $18 in 6 months revenue in a high-traffic store.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and standard department guidelines.
  • Inbound Call Agent who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Jira expert with experience in stakeholder engagement services.
  • Costs were consistently reduced while profits were increased.
  • Bring extensive high-call volume experience working with process consumers spanning 7 years.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate method systems is one of my specialties.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • With extensive knowledge of client relations and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Documented and resolved procedure which led to standard.
  • Processed 7 inbound calls daily, ensuring a 15% first contact resolution (FCR) rate.
  • Initiated team-led process improvements, leading to a 43% increase in department efficiency within three years.
  • Proficiently tackled standard for the Vantage, enhancing first-call resolution scores above the departmental average.
  • Assisted in method, resolving 6% of billing disputes and enhancing overall customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained 5 new employees on updated company communication guidelines, significantly decreasing onboarding time by 16%.
  • Collaborated with cross-functional teams to address and resolve customer pain points for Asana, improving customer retention by 50%.
  • Reduced average call handling time by 41%, through efficient troubleshooting and refined communication skills.
  • Resolved escalated service issues within three years and reduced customer churn by 78%, while adhering to quality standards.

Affiliations

  • Member, Multilingual Call Center Professionals Network
  • Customer Contact Week (CCW)
  • Society of Customer Service & Support Specialists (SCSS)
  • National Society For Leadership and Success (NSLS)
  • National Call Center Manager Association
  • Toastmasters
  • Freemason
  • Society of Human Resource Management
  • American Society for Quality (ASQ) – Call Center Division
  • International Customer Experience Professionals Association (ICXPA)

Certifications

  • Voice of the Customer (VoC) Certification - Vantage
  • Customer Communication Proficiency Credential - Harbor & Co.
  • Certified Service Desk Leader (CSDL) - Summit Group
  • Bilingual Proficiency Certification (Spanish/English) - Harbor & Co.
  • Call Center Operations Management Certificate - Harbor & Co.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Telephone Customer Service Certification - Beacon Labs
  • Certified Public Accountant
  • Apple Certified Associate (ACA)
  • ServSafe

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