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Skills

  • Strategic sales knowledge
  • Receiving support
  • Heavy lifting
  • Operations management
  • Customer satisfaction
  • Professional telephone demeanor
  • Credit card processing
  • Time management skills
  • Medical terminology knowledge
  • Customer services

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • In the top 14% of employees for successful improved.
  • Averaged 15 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customer service training processes were implemented and developed by me.
  • Initiative helped me achieve $124,000.

Summaries

  • Bring extensive high-call volume experience working with initiative consumers spanning 18 years.
  • Motivated Live Chat Agent with experience managing large-scale projects, including budgeting and administration.
  • Online Chat Specialist with a track record of increasing customer engagement.
  • Design and development of successful procedure embedded software applications in the past.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Dedicated to meeting and exceeding metric objectives through effective communication and framework abilities.
  • Live Chat Agent is a service-oriented Live Chat Agent with unrivaled customer service, task prioritization, and time management skills.
  • Pursuing a position that requires mentoring and coaching abilities.
  • I have 15 years of experience and am looking for a position that is dynamic and growth-oriented.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Introduced customer service workflows that reduced escalations to tier-2 support by 49%, allowing for greater efficiency in resolving high-impact issues.
  • Coordinated with IT and customer support teams to implement a new chat software system, reducing system-related chat delays by 60%.
  • Received recognition as 'Agent of the Month' for 13 consecutive months due to high performance in customer satisfaction and efficiency.
  • Proficiently utilized live chat platforms such as category and standard, leading to a 76% improvement in overall response time.
  • Collaborated with the development team to address chat performance issues, reducing system downtime during peak usage hours by 51% minutes.
  • Regularly shared customer feedback with the product team, contributing to two major product enhancements based on user input.
  • Surpassed monthly key performance indicators (KPI) by resolving 8 customer issues directly through live chat, contributing to an increase in customer retention.
  • Played a key role in increasing sales conversion by 43% through personalized product recommendations during live chat interactions.
  • Regularly analyzed chat metrics to optimize response quality and speed, contributing to a 52% improvement in the team's service delivery quality.
  • Collaborated with team of 13 in the development of method.

Affiliations

  • Director of Customer Experience - Professional Affiliation in HubSpot Systems
  • Salesforce User Group - CRM Best Practices for Support Agents
  • Chat Support Efficiency Taskforce - 2020
  • Multilingual Communication Group for E-commerce (MCOM)
  • Member of the Global E-Commerce Support Consortium
  • Society of Women Engineers
  • E-commerce Customer Satisfaction Advisory Board
  • Member of the National Merchants Association (NMA)
  • Contributor to the Live Customer Support Performance Improvement Forum
  • Rotary International

Certifications

  • CRM Software Training Completion (Zoho, Freshdesk, etc.) - Adobe Creative Suite 2019
  • SHRM Certified Professional (SHRM-CP)
  • Google Certified Ads Search Professional - 2018 Columbus
  • PCI DSS Compliance Training Certificate - Cedar Works 2021
  • Certified Customer Service Specialist (CCSS) - Northwind
  • Professional Certification in Remote Technical Support - Harbor & Co. 2020
  • Professional Certificate in Email, Phone, and Live Chat Communication - Harbor & Co.
  • Advanced Certificate in Conflict Resolution and Negotiation - Meridian
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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