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Skills

  • Active Data Online
  • Personable
  • i-channel contact center software
  • Professional telephone demeanor
  • Cross-functional team collaboration
  • Medicare and Medicaid eligibility
  • CallSelect communication systems
  • Types 7 wpm
  • Strong interpersonal skills
  • Detail-oriented

Work Experiences

  • Had planned ahead.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Trained 16 new employees in procedures and policies in order to improve team performance each quarter.
  • Finished replenishing the floor to ensure size availability and customer satisfaction.
  • Identified opportunities to streamline processes by focusing on inefficient areas and making changes.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Ambitious
  • Lead Customer Service Representative is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • To handle direct and escalated customer requests, multitask multiple requests.
  • Articulate
  • Innovative
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Deadline-driven
  • Lead Customer Service Representative is a service-oriented Lead Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Expert
  • Jira and category techniques have been taught to me.

Accomplishments

  • Collaborated with product development to introduce user tutorials, reducing customer confusion and lowering support ticket volume by 3%.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Documented and resolved program which led to category.
  • Achieved status as one of 5 top sales performers in the region comprised of 11 stores.
  • Category 12 WPM data entry rate, with 13% accuracy.
  • Created and facilitated behavioral training modules focusing on conflict resolution, improving employee performance and customer satisfaction.
  • Created a customer self-service platform, reducing low-complexity inquiries by 5% and freeing up resources for more urgent support matters.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed an automated response system for FAQs, reducing live agent workloads by 39% and increasing service response times.

Affiliations

  • Jaycees
  • Salesforce Certification for Service Cloud 2017
  • International Association of Administrative Professionals (IAAP)
  • American Marketing Association
  • Project Management Institute (PMI)
  • Rotary International
  • Association for Talent Development (ATD) - Customer Development
  • Lions Club
  • Business Relationship Management Professional (BRMP) Certification
  • International Contact Center Association (ICCA)

Certifications

  • Advanced Leadership and Team Development Certificate - Lakeside Partners
  • Microsoft Office Specialist (MOS)
  • CompTIA A+ Technician
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Customer Support Team Leader (CCSTL) - Brightline
  • Six Sigma Yellow Belt certification
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Certified Service Desk Manager (CSDM) - metric

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