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Skills

  • Advanced conflict de-escalation techniques
  • Customer retention and churn reduction
  • Shipping procedures understanding
  • Key stakeholder relationship building
  • Professional telephone demeanor
  • Customer service standards adherence
  • Route dispatch
  • Escalation management and resolution strategies
  • Stock management
  • Retail materials management

Work Experiences

  • Contributed to $7 in annual store sales per the past year.
  • Created and maintained a detailed database to develop promotional sales.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Welcomed, greeted, and assisted customers, generating $17 in 6 months revenue in a high-traffic store.
  • Increased the team's revenue by over $17 in sales.
  • Assisted and cross-trained other customer service managers.
  • Educated employees on company procedures and services.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Tableau expert with 12 years of experience in related roles.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Asana and program techniques have been taught to me.
  • Clear understanding of project management and performance reporting as well as cross-functional collaboration training.
  • Senior Call Center Representative is a multi-talented Senior Call Center Representative who is consistently rewarded for planning and operational improvements.
  • Competent Senior Call Center Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Strengths in performance reporting and strategic planning backed up by Customer Service training.
  • Senior Call Center Representative with 10 years of successful project management and client relations experience.

Accomplishments

  • Enhanced training manuals and materials for new hires, resulting in a 73% performance increase within the first 18 months of employment.
  • Was recognized with President's Club for outstanding customer service performance, contributing to a department-wide improvement in client satisfaction.
  • Documented and resolved initiative which led to program.
  • Reduced customer hold times by 39% through implementation of an optimized call routing system in collaboration with IT.
  • Achieved consistent top-performer status for upselling additional services on inbound calls, with conversion rates averaging 17%.
  • Reduced operational shifts gaps by 18% by revamping agent scheduling in coordination with workforce management.
  • Regularly achieved or exceeded daily, weekly, and monthly call volume quotas while maintaining a call quality score of 42%.
  • Initiated outbound call campaigns that directly contributed to an increase of 67% in cross-sell revenue over a period of one year.
  • Proactively identified and escalated system issues, contributing to a 21% decrease in downtime for the call center.
  • Resolved 40% of VIP customer inquiries on first contact through personalized and expedited service, resulting in high customer retention.

Affiliations

  • Toastmasters
  • American Marketing Association
  • Association for Customer Contact Professionals (ACCP)
  • Help Desk Institute (HDI)
  • Project Management Institute
  • National Call Center Managers Association
  • Association for Supply Chain Management (APICS)
  • Professional Association for Support and Service Management
  • Call Center and Customer Service Professional Group
  • Association for Computing Machinery

Certifications

  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • MSP Foundation (Managing Successful Programs) for Supervisors
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Professional Telephone Sales & Support Certification
  • Certified Contact Center Supervisor (CCCS)
  • CompTIA Security+

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