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Skills

  • Recordkeeping strengths
  • Data-Driven Insights for Product Development
  • CRM System Data Analysis & Reporting
  • Order fulfillment
  • Money handling abilities
  • Data entry
  • Analytical Thinking and Problem Solving
  • Continuous performance improvement
  • Account management
  • Customer Experience Enhancements

Work Experiences

  • Educated employees on company procedures and services.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Assisted and cross-trained other customer service managers.
  • Provided clients with basic technical support for a variety of metric company products.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Used a POS system to itemize and total the purchases of 2 customers.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Microsoft Excel expert with experience in team leadership services.
  • Strengths in cross-functional collaboration and client relations backed up by Customer Service training.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Boosted team morale and engagement by implementing a monthly reward system, correlating with a 24% improvement in employee satisfaction and a decrease in staff turnover.
  • Optimized shift scheduling and workload balancing based on analysis of peak hours, reducing customer wait times by an average of 17 minutes.
  • Developed a knowledge-sharing platform for customer care representatives, reducing knowledge gaps and improving team performance by 46%.
  • Analyzed customer retention data through CRM systems to identify areas for improvements, successfully reducing churn rate by 59% over two years.
  • Collaborated with team of 7 in the development of program.
  • Led a continuous improvement initiative that decreased escalated calls by 31% through better problem resolution techniques and real-time agent support.
  • Led a cross-departmental project to integrate support data with sales, improving cross-sell opportunities by 32% and customer satisfaction by 33%.
  • Achieved an escalation-free service rate of 34% by implementing proactive communication and monitoring strategies for key customer accounts.
  • Spearheaded initiatives to introduce self-service tools and FAQs, reducing ticket volume by 18% and freeing up agent resources for more complex issues.

Affiliations

  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • Customer Experience Professionals Association (CXPA)
  • High Performance Institute (HPI) for Team Leadership
  • National Customer Service Association (NCSA)
  • Help Desk Institute (HDI)
  • National Association for Call Centers (NACC)
  • Enterprise Communications & Contact Center Exchange Group
  • American Society of Safety Professionals
  • Society of Women Engineers

Certifications

  • Certified Call Center Manager (CCCM) method
  • Certified Public Accountant
  • CompTIA A+ Technician
  • Professional Customer Care Specialist (PCCS) program – Ensuring outstanding customer service skills.
  • CX-PRO Certification – Advanced techniques in customer experience and satisfaction.
  • Project Management Professional (PMP)
  • Certified Customer Experience Professional (CCXP) Brightline – a designation to refine CX strategy.
  • Certified in Emotional Intelligence for Customer Service (EICS) – Enhancing communication and empathy in customer interactions.
  • Customer Experience Management Certification
  • Customer Loyalty Management Certificate initiative – Fostering customer loyalty through outstanding support.

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