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Skills

  • Conflict mediation
  • Schedule mastery
  • Client onboarding experience
  • Credit card payment processing
  • Customer billing dispute resolution
  • Contract development
  • Strong attention to detail
  • Shipping and receiving understanding
  • Clerical support
  • Inventory control

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Provided ServiceNow consultations to customers, addressing metric concerns.
  • Assessed customer needs and upsold products and services to increase initiative sales.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Used Asana to complete risk assessment, which resulted in procedure.
  • Handled the needs of up to 4 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Complied with method regulatory agencies' privacy and security requirements.
  • Increased retail sales by 10% and increased customer traffic by 14%.
  • Conducted customer interviews for standard issues and provided feedback to the management team.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.

Summaries

  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Accurately documents call details, prepares reports, and schedules service.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Mentoring and coaching skills in a dynamic professional.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Customer service professional who is used to working in a fast-paced metric call center environment.
  • Member Service Support Specialist with a 7-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.

Accomplishments

  • Oversaw the training and onboarding of new team members, which contributed to reducing the team’s average response time by 84% without impacting quality.
  • Collaborated with the marketing team to design client surveys, implementing feedback-driven improvements that resulted in a 50% increase in NPS.
  • Leveraged customer feedback to redesign the end-to-end service experience, resulting in a 21% boost in client satisfaction scores within 6 months.
  • Achieved a 52% increase in efficiency by analyzing call and messaging data to identify trends and streamline customer service workflows.
  • Developed and implemented process improvements that reduced ticket resolution time by 37%, significantly enhancing service delivery speed.
  • Automated and optimized routine service tasks, leading to a 48% increase in service team productivity with no additional staffing needs.
  • Created an internal knowledge base that improved team self-sufficiency by decreasing dependency on senior staff, achieving a 66% increase in first-contact resolution.
  • Collaborated with cross-functional teams to develop an escalation plan that improved resolution rates in high-priority cases by 60%.
  • Worked closely with the billing department to resolve complex billing issues, reducing customer payment disputes by 61% in 2017.
  • Led a quality assurance initiative that resulted in a 67% customer satisfaction rating across 13 weekly interactions, exceeding department targets.

Affiliations

  • Certified member, Society of Workforce Planning Professionals (SWPP) 2022–Present
  • Active Member, Customer Success Leadership Forum (CSLF) 2020–Present
  • Professional member, International Federation of Customer Service (IFCS) 2024–Present
  • Certified, Zendesk Account Management Training 2017
  • Trade Association Participant, Call Center Alliance Network 2016–2019
  • Certification, ITIL Foundation in Service Management 2021
  • Member, Association for Support Professionals (ASP) 2021–2024
  • Participant, Annual Customer Success Leadership Conference Atlanta, 2018
  • Member, Customer Experience Professionals Association (CXPA), 2022-Present
  • Member, American Society of Customer Service Executives (ASCS) 2022–Present

Certifications

  • Certified Technical Service Representative (CTSR)
  • ServSafe
  • Apple Certified Associate (ACA)
  • Certified Technical Customer Support Specialist (CTCSS)
  • Zendesk Support Administrator Certification
  • Association for Project Management (APM)
  • Professional Certificate in Client Communications
  • Google Analytics for Customer Experience Certificate - initiative
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+

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