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Skills

  • Interpersonal communication with diverse teams
  • Customer satisfaction optimization
  • Budget management for customer service operations
  • Knowledge management system creation
  • Continuous process improvement
  • High-pressure situation troubleshooting
  • Shipping procedures understanding
  • Retail store support
  • Warehousing functions
  • Staff performance management

Work Experiences

  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Created and maintained a detailed database to develop promotional sales.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Collaborated with vendors to plan more than 2 daily pickups and weekly deliveries.
  • Acquired 14 new customers, resulting in 17% revenue for the team.
  • Handled over 15 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Assisted and cross-trained other customer service managers.

Summaries

  • With extensive knowledge of risk assessment and proven multitasking abilities, I am well-versed in project and time management.
  • Worker with a strong understanding of metric organization and initiative product issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and system department guidelines.
  • Clear understanding of budget management and risk assessment as well as stakeholder engagement training.
  • Lead Customer Service Amtrak with 16 years of successful process improvement and strategic planning experience.
  • Achieved success in providing unsurpassed customer service.
  • Salesforce and framework techniques have been taught to me.
  • Within Customer Service, senior Lead Customer Service Amtrak and outstanding performer in stakeholder engagement and quality assurance.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Collaborated with safety personnel to develop improved safety procedures, operational under extreme weather conditions.
  • Developed a VIP and frequent traveler support strategy that increased loyalty program enrollment by 83%.
  • Created enhanced communication protocols with passengers regarding maintenance-related delays, contributing to a 51% uplift in service satisfaction.
  • Documented and resolved process which led to category.
  • Collaborated with team of 4 in the development of method.
  • Facilitated a cross-departmental initiative to improve onboard dining service, resulting in customer feedback scores increasing by 26%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored customer service KPIs, achieving 58% reduction in call abandonment rates by improving agent availability and tools.
  • Reduced employee turnover by 54% by spearheading initiatives focused on improving work-life balance and job satisfaction.
  • Improved on-time departure rates by working with the operations team, reducing gate delays by 39% minutes on average.

Affiliations

  • Society of Human Resource Management
  • Customer Service Professionals Peer Association
  • Project Management Institute
  • Lions Club
  • Association for Talent Development (ATD)
  • Society of Transport Managers (STM)
  • International Council of Nurses
  • Lean Six Sigma Certification, Customer Service Track OSHA
  • American Association of Customer Service Professionals (AACSP)
  • International Customer Management Institute (ICMI)

Certifications

  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Certified Customer Service Manager (CCSM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Travel Industry Specialist (CTIS)
  • Certified Travel Agent (CTA)
  • SHRM Certified Professional (SHRM-CP)
  • IATA Customer Service Training (International Air Transport Association)
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)

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