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Skills

  • Clerical support
  • Store maintenance
  • Customer service
  • Customer support
  • Account management
  • Microsoft Office expertise
  • Schedule mastery
  • Credit card payment processing
  • Direct sales
  • Promotional support

Work Experiences

  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Was in charge of key account service, ensuring that customers received exceptional service in order to foster loyalty and retention.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Consistently outperformed my daily credit card application goals.
  • Answered customers' questions and addressed problems and complaints, promptly resolving issues in person and over the phone.
  • Collaborated with senior management to address and resolve disciplinary issues as well as improve overall team performance.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.

Summaries

  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • To handle direct and escalated customer requests, multitask multiple requests.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of metric agencies.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • While achieving all individual sales goals, effectively build customer loyalty and long-term relationships.
  • In a frantic call center environment, well-trained and composed.
  • Dedicated and results-oriented professional seeking a position in a fast-paced retail environment as a customer service representative.

Accomplishments

  • Achieved PMP to enhance professional development, directly contributing to acquisition of new skill sets related to client retention strategies.
  • Identified a gap in customer feedback and instituted a service follow-up program, leading to a measurable 32% increase in returning customers.
  • Streamlined interdepartmental communication processes, reducing average inquiry resolution time by 55% and increasing workload efficiency.
  • Collaborated with product development to resolve recurring issues identified in customer feedback, leading to a 34% reduction in post-launch support cases.
  • Instituted a customer escalation response framework that decreased escalations by 38% and improved complex case resolution effectiveness.
  • Led a cross-functional team initiative that streamlined the customer inquiry process, reducing ticket resolution times by 72%.
  • Supervised a team of 5 agents, leading to a skill development initiative that resulted in a 77% increase in team feedback scores.
  • Reduced turnover in the customer service team by 39% through adjustment of training and development processes to enhance employee satisfaction.
  • Spearheaded the deployment of an omni-channel customer support solution, contributing to a 45% increase in customer engagement and satisfaction scores.
  • Trained and mentored a team of 18 customer service representatives, resulting in a 39% increase in first-contact resolution and a 65% decrease in escalation incidents.

Affiliations

  • Member of Microsoft Customer Service & Support (CSS) Alumni, exchanging insights on industry best practices for conflict resolution and KPI improvement.
  • Trained under the Customer Service Culture Building Academy (CSCBA), specializing in customer relationship management and long-term business retention.
  • Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association (CXPA)
  • Actively participated in the National Association for Customer Service Trainers (NACST), contributing to certification program design for onboarding.
  • Member of the Call Center Operations Standards Association (CCOSA), advocating for standardized service metrics and KPIs.
  • Certified in Project Management Professional (PMP), focusing on managing cross-functional customer service projects and automations.
  • Member of the Global Business Process Outsourcing (BPO) Excellence Network, focusing on support process optimization through outsourcing strategies.
  • Certified in Six Sigma Green Belt, focusing on improving operational efficiency in customer service environments.
  • Volunteer Service Trainer for the United Customer Service Professionals (UCSP), spearheading onboarding programs that reduced training completion time by 27%
  • Member of the International Customer Service Association (ICSA), actively involved in training development sessions for improved client issue resolution techniques.

Certifications

  • American Academy of Financial Management (AAFM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Certified Social Media Customer Support Specialist - Lakeside Partners
  • HubSpot Service Hub Certification - Microsoft Excel
  • Certified Help Desk Manager (CHDM) - Northwind
  • SAP Certified Application Associate
  • Association for Project Management (APM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SHRM Certified Professional (SHRM-CP)

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