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Skills

  • International sales support
  • Receiving support
  • Shipping procedures understanding
  • Customer feedback loop optimization
  • Customer service policy redesign
  • Call documentation and follow-up protocols
  • Complaint resolution
  • Cross-functional collaboration with upper management
  • CRM
  • Multi-line phone talent

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Acquired 13 new customers, resulting in 14% revenue for the team.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Kept up to date on product and service changes.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Ensure that customers and internal departments are properly communicated with.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • QuickBooks and framework techniques have been taught to me.
  • Well-versed in QuickBooks and a consistent performer when it comes to sales goals.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.

Accomplishments

  • Played a key role in the development and launch of a customer service chatbot, reducing live support inquiries by 68% in its first 2015.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintain and exceed customer satisfaction goals through continuous improvement initiatives, leading to 52% higher NPS scores over 2015.
  • Designed and executed process improvements that streamlined service ticket resolution, improving average response time by 15%.
  • Championed the use of customer satisfaction surveys and feedback, resulting in actionable insights that drove a 39% improvement in overall support quality.
  • Resolved product issue through consumer testing.
  • Reduced the average resolution time for high-touch clients by 68% by establishing dedicated escalation pathways and streamlining team coordination.
  • Resolved over 6 complex escalation cases per month, resulting in a 57% increase in customer satisfaction ratings.
  • Trained over 11 customer support staff members in advanced problem-solving techniques, increasing first-contact resolution rates by 64% within category.
  • Collaborated with the analytics team to improve department metrics tracking, which led to a 52%-figure operational savings.

Affiliations

  • International Institute of Customer Service (IICS)
  • Jaycees
  • Institute of Operations Management (IOM)
  • Customer Support Knowledge & Insights Network (CSK&I)
  • Women in Customer Service and Support Leadership Network
  • Society of Human Resource Management
  • Society of Consumer Affairs Professionals (SOCAP)
  • Customer Service Professionals Network (CSPN)
  • Project Management Institute
  • American Medical Informatics Association

Certifications

  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Conflict Management in Customer Service - Meridian
  • Certified Public Accountant
  • Emotional Intelligence Leadership Certification (EIL) - 2022
  • Salesforce
  • Certified Public Accountant (CPA)
  • Strategic Customer Service Leadership - Brightline
  • Certified User Experience Designer (CX/UX) - Cedar Works

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