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Skills

  • Customer satisfaction
  • Service recommendations
  • Product knowledge
  • CallSelect communication systems
  • Client-focused
  • Payment processing
  • Weekly Payroll
  • Microsoft Office
  • Business Development
  • Salesforce proficiency

Work Experiences

  • Category helped me achieve $104,000.
  • Answered up to 7 incoming calls in a busy, fast-paced global call center.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Conducted fact-finding interviews with customers to determine their needs and expectations, and then recommended specific products and services.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Followed up with customers after the sale to ensure continued customer satisfaction and to address issues and complaints.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Informed customers about current promotions, upgrades, and new services that were available under their current plan.

Summaries

  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Call Center Agent with 4 years of experience in sales and customer service.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Professional Customer Service Representative dedicated to providing courteous, prompt, detailed, and accurate assistance.
  • Worker with a strong understanding of standard organization and system product issues.
  • Inbound Customer Service Representative is a driven Inbound Customer Service Representative who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Ironclad Systems.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Proactively handled service outages by communicating with affected customers, resulting in a 51% increase in customer retention during service disruptions.
  • Reduced average call handling time by 33% while maintaining high customer satisfaction and quality metrics.
  • Regularly demonstrated adaptability by integrating new services and technologies, leading to a 66% decrease in average training time for new representatives.
  • Increased sales 2% over 18 months.
  • Collaborated closely with product teams to provide insights into common customer complaints, resulting in a 83% reduction in issue recurrence.
  • Achieved 15% in cross-sell conversion rate during customer service interactions, boosting department revenue significantly.
  • Led initiative to enhance customer feedback loop, earning a 67% improvement in post-service survey completion rates.
  • Contributed to a 79% increase in customer retention rate by optimizing conflict resolution techniques used by the team.
  • Provided training on new incoming service system to 4 representatives, enhancing team productivity by 32% in one year.
  • Implemented live chat support script optimization, raising the first-contact resolution rates by 22% over two years.

Affiliations

  • American Society for Quality (ASQ) - Call Center Special Interest Group
  • National Association of Call Centers (NACC)
  • Customer Experience Academy (2017)
  • Customer Experience Professionals Association (CXPA)
  • Customer Service Metrics and Analytics Group (Adobe Creative Suite)
  • American Society of Customer Care Professionals
  • International Technical Support Association (ITSA)
  • National Association of Social Workers
  • Association for Support Professionals (ASP)
  • Leadership Development Program in Customer Care (2016)

Certifications

  • Certified Customer Service Professional (CCSP)
  • Helpdesk Institute Support Center Analyst (HDI-SCA)
  • Call Center Management Certification from Northwind
  • Certified e-Commerce Customer Care from ServiceNow
  • Certified Business Process Manager (CBPM)
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Office Specialist: Excel Certifications
  • Certified Technical Support Associate (CTSA)
  • Google IT Support Professional Certificate
  • ServiceNow Certified System Administrator (CSA)

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