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Skills

  • Customer relations
  • Purchasing and procurement
  • Budgeting and reporting
  • Microsoft Outlook, Word and Excel
  • Schedule management
  • Sales expertise
  • Inventory control
  • Retail platforms
  • Team leadership and development
  • Account management

Work Experiences

  • Implemented customer interface management systems through telephone communication, email marketing, live chat services, and social media to maintain continuous improvement.
  • Achieved compliance standards by 2023.
  • Boosted traceability initiatives by managing client correspondence, tracking records, and utilizing data communications.
  • Devised a customer service strategy for a 18-person team in order to increase system customer retention by 5%.
  • Acted on customer feedback data.
  • Achieved a 40% YOY improvement in customer satisfaction ratings.
  • Consistently managed 13-person staff, effectively resolving issues, and as a result, 15 teams were ranked first.
  • Taught and mentored associates on performance-based strategies and customer service techniques on a regular basis.
  • Completed special projects by making sound decisions, thinking critically, and managing my time effectively.
  • Boosted team adherence to 71% in compliance standards.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Listening and critical thinking skills are exceptional in this team player.
  • Problem solver who is well-organized and analytical.
  • Proven track record of building high-performing teams and streamlining day-to-day office operations.
  • Regional Customer Service Manager proactive with experience in providing support and resolving customer complaints.
  • Bring extensive high-call volume experience working with system consumers spanning 2 years.
  • Hardworking Regional Customer Service Manager with 3 years of telecommuting experience meeting customer needs.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Won Innovation Award award in 2016.
  • Supervised and motivated a geographically-dispersed team of 6 service representatives, achieving customer satisfaction rankings in the top 53% of the company.
  • Spearheaded a conflict resolution framework throughout the Southeast, leading to a 17% decrease in repeat complaints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Employee of the Year for top-performing customer service region by meeting process goals for 2018.
  • Played a key role in developing customer-centric culture, increasing overall team performance by 49% as measured in satisfaction surveys.
  • Partnered with IT to integrate live chat support, which enhanced customer engagement and resulted in an overall satisfaction increase of 62% points.
  • Documented and resolved standard which led to procedure.
  • Led post-sales support initiatives for key clients that culminated in contract renewals worth $57,000, enhancing long-term customer relationships.
  • Developed succession planning initiatives that promoted 10 team members into leadership positions within Cedar Works.

Affiliations

  • International Sales and Service Leadership Association
  • Sales and Customer Service Professionals Network
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Customer Care Association
  • Association for Computing Machinery
  • Multilingual Service Providers Association
  • Women in Customer Experience Leadership (WCXL)
  • Society of Human Resource Management
  • Freemason

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Customer Service Certification (ACSC)
  • FLEXcert Customer Service Excellence.
  • Apple Certified Associate (ACA)
  • Advanced Management Program (AMP) Certification standard
  • Certified Professional in Customer Integration (CPCI)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Systems Auditor (CISA)
  • First Aid/CPR Certified
  • Confidentiality, Integrity, Availability (CIA) Triad Security Management Certification

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