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Skills

  • Credit card processing
  • Receiving support
  • Strategic sales knowledge
  • Order fulfillment
  • Credit and collections
  • Excel in procedure
  • Internal auditing
  • Coaching and mentoring
  • International sales support
  • Weekly Payroll

Work Experiences

  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • In the top 11% of employees for successful implemented.
  • Double-checked the data's accuracy and integrity.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Provided clients with basic technical support for a variety of system company products.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Ensure that customers and internal departments are properly communicated with.
  • Conducted an initial client assessment and analysis to begin the research process.

Summaries

  • Lead Customer Service Associate proactive with experience in providing support and resolving customer complaints.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Supporting customer service teams by escalating issues and assisting with troubleshooting is a strong suit.
  • Customer Service Representative with experience working in a variety of program and customer service environments.
  • Team player who is self-sufficient and quick to think.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Customer Service clients.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Enhanced real-time workflow monitoring, leading the team to meet or exceed daily KPIs by 25% for the past year.
  • Led a team of 18 customer service employees to exceed call resolution targets by 26% within 6 months.
  • Spearheaded a customer loyalty program redesign that resulted in a 63% rise in repeat business over 6 months.
  • Collaborated with team of 15 in the development of system.
  • Implemented a tiered customer service structure, improving customer support efficiency and reducing average escalations by 83% points.
  • Negotiated vendor agreements that improved product shipping times by 49% and reduced shipping-related complaints on Tableau.
  • Implemented specialized training programs on upselling techniques that increased cross-selling revenue by 58% across the department.
  • Developed and delivered conflict de-escalation training for customer service agents, improving average handling efficiency by 17%.
  • Championed the implementation of knowledge base articles, decreasing customer handling time by 75% in Q2019.
  • Documented and resolved framework which led to method.

Affiliations

  • Jaycees
  • Microsoft Dynamics CRM Certification – 2018
  • Society of Consumer Affairs Professionals (SOCAP)
  • Customer Retention Mastery Program – Portland, 2023
  • Advanced Troubleshooting Course – Ironclad Systems, 2023
  • Help Desk Institute (HDI) Membership – Boston
  • Society of Human Resource Management
  • Project Management Institute
  • American Society of Safety Professionals
  • Customer Experience Specialist Bootcamp – Summit Group, 2016

Certifications

  • Project Management for Customer Service Professionals (PM-CSP)
  • Certified Team Leader in Sales and Customer Support
  • CompTIA Security+
  • Certified Customer Service Professional (CCSP)
  • CompTIA A+ Technician
  • Customer Service Management Certification for Supervisors
  • Certified Expert in Customer Satisfaction & Retention (CECSR)
  • Certified Contact Center Management Professional (CCMP)
  • Customer Relationship Management (CRM) Certification
  • Microsoft Certified Systems Engineer (MCSE)

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