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Skills

  • High-energy attitude
  • Customer service
  • Microsoft Office expertise
  • Workflow Optimization
  • Fleet dispatching
  • Customer inquiry resolution
  • Client onboarding experience
  • Customer experience (CX) improvement planning
  • Contract development
  • Transportation solution development

Work Experiences

  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Determined accurate prices for process customer services by searching for the best deals and prices for customers on a regular basis.
  • Ranked as the most effective in launched out of 13 representatives.
  • Used Asana to complete risk assessment, which resulted in procedure.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Named Top Seller for three years through spearheaded.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.

Summaries

  • Member Service Support Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Customer service professional who is used to working in a fast-paced metric call center environment.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Working with regulatory limits and category department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Well-versed in Customer Service best practices and standards.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Asana expert who excels at meeting and exceeding sales targets.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Trained in the use of Asana and has in-depth knowledge of workflow optimization.
  • Customer satisfaction has been proven to rise in the past.

Accomplishments

  • Leveraged technology like Jira to develop a customer interaction tracking system that helped improve service response by 71%.
  • Successfully resolved customer billing disputes in under several months, reducing escalation rates by 19% and improving satisfaction scores.
  • Developed and implemented process improvements that reduced ticket resolution time by 37%, significantly enhancing service delivery speed.
  • Collaborated with the marketing team to design client surveys, implementing feedback-driven improvements that resulted in a 50% increase in NPS.
  • Received Outstanding Service Award for excellence in customer service after improving response time and closing 26% more tickets over a 18 months period.
  • Recipient of the Scrum Master for exceptional customer service, consistently surpassing departmental benchmarks for quality and response time.
  • Created an internal knowledge base that improved team self-sufficiency by decreasing dependency on senior staff, achieving a 66% increase in first-contact resolution.
  • Reduced the average call handling time by 76% through process improvements and targeted staff training sessions.
  • Led a quality assurance initiative that resulted in a 67% customer satisfaction rating across 13 weekly interactions, exceeding department targets.
  • Tracked and documented key service metrics, enabling the leadership team to make data-driven decisions that improved overall team performance by 52%.

Affiliations

  • Participant, LinkedIn Customer Success Experts Group 2016–2019
  • Member, Association of Support Analysts (ASA) 2017–Present
  • Certified Professional, Customer Engagement Academy (CEA) 2021
  • Active Participant, Global Support and Customer Experience Forum 2021–2018
  • Member, Customer Experience Management (CEM) Global Executive Council 2020–Present
  • Participant, CX Network – Regional Meetups Chicago, 2016
  • Member, Association for Support Professionals (ASP) 2021–2024
  • Certified Professional, Help Desk Institute (HDI) PMP in Customer Service 2024
  • Certified, Customer Success Manager (CSM) by Gainsight 2018
  • Attendee, Call Center and Customer Support Leadership Summit 2023

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Care Specialist (CCCS) - Cedar Works
  • Certified Help Desk Manager (HDM) - Cedar Works
  • Salesforce
  • Certified Service Operations Specialist (CSOS) - framework
  • Zendesk Support Administrator Certification
  • Certified Business Relationship Manager (CBRM)
  • Association for Project Management (APM)
  • First Aid/CPR
  • Certified Support Operations Professional (CSOP) - program

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