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Skills

  • Excellent communication
  • Time management skills
  • Safety measures
  • Heavy lifting
  • Coaching and mentoring
  • Staff education and training
  • Cross-functional collaboration
  • Computer literate
  • Stocking and replenishing
  • Kennel cleaning and sanitizing methods

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Processed 7 invoices and mailed documentation to clients each the past year.
  • Provided clients with basic technical support for a variety of system company products.
  • Provided ongoing guest service, which included SAP recommendations.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Contributed to $8 in annual store sales per 6 months.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Experienced researcher with strong communication skills and analytic problem-solving abilities gained over 18+ years in Lead Customer Service Associate positions.
  • Lead Customer Service Associate who is well-versed in managing framework routes and ensuring positive customer experiences at each location.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Motivated to keep customers happy and contribute to the company's success.
  • Fluent in French. Personable and professional communicator.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 14 years.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.

Accomplishments

  • Played a key role in retaining 40% more high-value customers by identifying at-risk accounts through data analytics.
  • Resolved product issue through consumer testing.
  • Optimized self-service support options on the company website, leading to a 20% increase in customer usage of digital solutions.
  • Negotiated vendor agreements that improved product shipping times by 49% and reduced shipping-related complaints on Tableau.
  • Resolved major billing disputes directly with clients, preventing service cancellations worth up to $156,000 yearly.
  • Increased sales 17% over 18 months.
  • Developed a comprehensive onboarding checklist that decreased ramp-up time for new hires by 15 weeks.
  • Developed and delivered conflict de-escalation training for customer service agents, improving average handling efficiency by 17%.
  • Streamlined complaint resolution workflow using initiative, reducing average response time by 43% minutes.
  • Collaborated with the Product Development team to address recurring product defects, reducing related customer complaints by 32%.

Affiliations

  • American Society for Quality (ASQ) - Certified Quality Improvement Associate
  • Society of Women Engineers
  • Society of Human Resource Management
  • KPI Reporting and Insights Course – program, 2018
  • Association for Support Professionals (ASP)
  • LinkedIn Learning – Excellence in Customer Support CPA
  • Customer Retention Mastery Program – Portland, 2023
  • American Marketing Association
  • Service Leaders Network – Global Chapter
  • Association for Supervision and Curriculum Development (ASCD) – Customer Training Specialist

Certifications

  • Certified Call Center Manager (CCCM)
  • Certified Service Desk Manager (CSDM)
  • Exceptional Customer Service Skills Certification by Cedar Works
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Quality Customer Service Specialist (CQCSS)
  • Customer-Centered Strategies Certification by Meridian
  • Certified Contact Center Management Professional (CCMP)
  • CompTIA Network+

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