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Skills

  • Customer service standards adherence
  • Shipping procedures understanding
  • Route dispatch
  • Customer feedback analysis and action planning
  • Conflict resolution in high-pressure environments
  • Data-driven agent coaching
  • Strategic sales knowledge
  • Call-tracking system implementation
  • Cross-department initiative leadership
  • Receiving support

Work Experiences

  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Increased the team's revenue by over $17 in sales.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Customer service training processes were implemented and developed by me.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Facilitated procedure orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.

Summaries

  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Very knowledgeable about HubSpot, as well as metric competitors and offerings.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Power BI expert with experience in client relations services.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Senior Call Center Representative proactive with experience in providing support and resolving customer complaints.
  • Motivated to keep customers happy and contribute to the company's success.
  • Tableau expert with 12 years of experience in related roles.
  • Hardworking Senior Call Center Representative with 7 years of telecommuting experience meeting customer needs.
  • Asana and program techniques have been taught to me.

Accomplishments

  • Achieved consistent top-performer status for upselling additional services on inbound calls, with conversion rates averaging 17%.
  • Achieved customer retention of 59% by consistently offering tailored solutions to the clients’ needs and concerns.
  • Reduced operational shifts gaps by 18% by revamping agent scheduling in coordination with workforce management.
  • Managed daily customer service operations, ensuring 30% adherence to quality standards and operational KPIs.
  • Resolved 40% of VIP customer inquiries on first contact through personalized and expedited service, resulting in high customer retention.
  • Resolved product issue through consumer testing.
  • Proactively identified and escalated system issues, contributing to a 21% decrease in downtime for the call center.
  • Trained and mentored new employees on advanced communication techniques, decreasing onboarding time by 16 days.
  • Collaborated with IT and operations teams to reduce system downtime, improving agent productivity by 35% during critical shifts.
  • Successfully reduced average handling time by 30% through continuous process optimization and hands-on coaching sessions.

Affiliations

  • American Association of Inside Sales Professionals (AA-ISP)
  • Customer Service and Support Professionals (CSSP) Network
  • American Medical Informatics Association
  • Project Management Institute (PMI) - Certified Associate
  • Association of Information Technology Professionals
  • International Council of Customer Service Organizations (ICCSO)
  • LinkedIn's Customer Service Excellence Group
  • National Association of Social Workers
  • Customer Relationship Management Institute (CRM Institute)
  • International Association of Business Communicators (IABC)

Certifications

  • Behavioral Interviewing for Hiring the Right Agents Certification
  • Emotional Intelligence for Customer Service by Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CPM - Call Center Performance Management Certification
  • ISO 9001 Internal Auditor with Call Center Focus
  • Call Center AI & Automated Solutions Specialist Certification
  • Leadership Essentials for Call Centers by Cedar Works
  • Certified Customer Experience Specialist (CCXS)
  • Zendesk Certification for Administrators and Support Agents
  • Advanced Conflict Resolution & De-escalation Techniques Certification

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