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Skills

  • Bilingual in Spanish
  • Contract negotiation/review/drafting
  • Positive learning process
  • Conflict resolution
  • Contract auditing
  • Cost reduction strategies
  • Weekly Payroll
  • Conflict mediation
  • Inventory control
  • Kennel cleaning and sanitizing methods

Work Experiences

  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Was in charge of processing customer account changes.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Trained 12 new employees in procedures and policies in order to improve team performance each quarter.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and method data.

Summaries

  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Dedicated to meeting and exceeding standard objectives through effective communication and category abilities.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Workday and system techniques have been taught to me.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Successful Operations Customer Service Manager with 3 years of customer service experience by streamlined.

Accomplishments

  • Developed comprehensive disaster recovery plans, leading to service restoration within method after a major system failure.
  • Documented and resolved method which led to category.
  • Cultivated strong partnerships with external vendors, enabling faster escalations and issue resolution within 4 minutes on average.
  • Partnered with internal and external stakeholders to streamline escalations, leading to a 33% reduction in resolution time for high-priority cases.
  • Mentored a team of 8 customer service agents, increasing team productivity by 23% and reducing call abandonment by 67%.
  • Achieved the highest customer satisfaction score in 2018 by implementing targeted customer engagement guidelines, with 83% positive feedback.
  • Spearheaded change management initiatives that streamlined workflows, reducing average handling time (AHT) by 35%.
  • Drove operational optimization efforts that accelerated customer complaint resolution time from three years to 6 months, meeting a 28% faster SLA.
  • Formulated and executed a new training program that reduced escalations by 81% and improved agent productivity by 20% over 5 months.
  • Automated service ticket tracking system through HubSpot, leading to 61% faster issue resolution and a drop in customer complaints.

Affiliations

  • Active participant in the Customer Service Leadership Forum, engaging in discussions regarding customer journey mapping and service strategy.
  • Member of the Customer Experience Professionals Association (CXPA) with a focus on improving customer satisfaction and post-sale support.
  • Member of the Operations Excellence Association, focused on integrating feedback from real-time monitoring systems to enhance customer satisfaction.
  • Active in the International Customer Service Association (ICSA), contributing experience in developing customer engagement dashboards.
  • Certified member of the Project Management Institute (PMI), specialized in operational process improvements and task management.
  • Regular attendee of the Customer Support Summit, where participation has enhanced skills in customer relationship management and feedback analysis.
  • Member of the Institute for Operations Research and Management Sciences (INFORMS), with a focus on quantitative analysis for customer satisfaction improvements.
  • Certified Six Sigma Green Belt from Meridian with a concentration in process and response time optimization.
  • Member of the Society for Human Resource Management (SHRM), contributing to onboarding and training initiatives for operational teams.
  • Member of the Global Contact Center Association, sharing best practices and lessons on operational efficiencies in customer service interactions.

Certifications

  • First Aid/CPR
  • Digital Customer Service Management (DCSM) Certification
  • Certified Customer Experience Professional (CCXP)
  • Professional in Customer Support Operations (PCSO)
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Office Specialist (MOS)
  • Customer Operations Performance Center (COPC) Certified Coordinator
  • Manager of Quality/Organizational Excellence (CMQ/OE) - ASQ Certified
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician

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