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Skills

  • Client-focused
  • Issue resolution
  • Account management
  • Staff education and training
  • Customer services
  • Positive learning process
  • Support services
  • Operations management
  • Financial records and processing
  • Music showcase training

Work Experiences

  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Averaged 15 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Provided ongoing guest service, which included Workday recommendations.

Summaries

  • Live Chat Agent with 15 years of experience in dealing with customer requests and concerns.
  • Knowledgable in a variety of design and testing methodologies.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Looking for a job with Summit Group as an Online Chat Specialist.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With more than 10 years of experience working for companies in the Customer Service sector, I am an effective communicator.
  • Coaches peers effectively while demonstrating excellent communication skills.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Surpassed monthly key performance indicators (KPI) by resolving 8 customer issues directly through live chat, contributing to an increase in customer retention.
  • Handled an average of 13 chat inquiries daily with a first contact resolution rate of 75%.
  • Collaborated in the development of automated chat workflows for non-urgent inquiries, reducing tier-1 customer tickets by 57%.
  • Coordinated with IT and customer support teams to implement a new chat software system, reducing system-related chat delays by 60%.
  • Regularly analyzed chat metrics to optimize response quality and speed, contributing to a 52% improvement in the team's service delivery quality.
  • Achieved a 70% increase in customer satisfaction by adjusting communication style to be more customer-focused and empathetic.
  • Increased Net Promoter Score (NPS) by 76% points through enhanced customer engagement tactics during live chats.
  • Introduced customer service workflows that reduced escalations to tier-2 support by 49%, allowing for greater efficiency in resolving high-impact issues.
  • Improved the efficiency of chat hand-off processes by developing a clear escalation policy, reducing cross-team delays by 45%.
  • Designed a knowledge-sharing system to disseminate best practices across 12 agents, resulting in a 61% improvement in overall team efficiency.

Affiliations

  • Live Chat Optimization and Automation Group
  • Customer Experience Professionals Association (CXPA)
  • Customer Support Transformation Roundtable - 2015
  • National Retail Federation (NRF) – E-commerce & Customer Support Focus Group
  • Toastmasters
  • National Association of Social Workers
  • Association for Contact Center Professionals (ACCP)
  • Member of the Global E-Commerce Support Consortium
  • Certified Customer Service Training with metric
  • Association for Support Professionals (ASP)

Certifications

  • Interpersonal Communication for Customer Service Certification - Lakeside Partners
  • CRM Software Training Completion (Zoho, Freshdesk, etc.) - Adobe Creative Suite 2019
  • CompTIA A+ Technician
  • First Aid/CPR Certified
  • PCI DSS Compliance Training Certificate - Cedar Works 2021
  • Certified Business Analysis Professional (CBAP)
  • Professional Certification in Remote Technical Support - Harbor & Co. 2020
  • Professional Certificate in Help Desk Management - Lakeside Partners
  • Google Certified Ads Search Professional - 2018 Columbus
  • Microsoft Certified: Dynamics 365 Fundamentals – Service - 2017

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