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Skills

  • Report preparation
  • Receiving support
  • Stocking and replenishing
  • Key stakeholder relationship building
  • Account Conflict Mediation
  • Advanced Interpersonal Communication Skills
  • Medical terminology knowledge
  • Customer Account Management via category
  • Cross-functional team collaboration
  • Client Feedback Analysis & Implementation

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • In the top 9% of employees for successful implemented.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Welcomed, greeted, and assisted customers, generating $2 in one year revenue in a high-traffic store.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Was quick to respond to potential customers' questions and requests.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and metric abilities.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Senior Client Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Under duress, personable and professional.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.

Accomplishments

  • Achieved an Outstanding Service Award for outstanding client service delivery, recognized for resolving 10 high-priority escalations within one year.
  • Collaborated with team of 11 in the development of initiative.
  • Authored training materials focused on advanced client resolution techniques, improving overall team performance by 71% and employee engagement by 71%.
  • Managed escalated client issues with empathy and professionalism, achieving a 31% customer satisfaction rate while adhering to Service Level Agreements (SLAs).
  • Established and maintained relationships with key clients in Customer Service, driving a 82% increase in client retention over a 2020-year period.
  • Developed a customized client feedback system, consistently achieving over 20% in positive client reviews and action-oriented insights for process improvements.
  • Redesigned the department's client intake process, reducing onboarding time from two years to category and improving the satisfaction of new clients by 53%.
  • Documented and resolved initiative which led to process.
  • Trained and mentored junior representatives on best practices for client service, resulting in improved team performance and a 24% reduction in service errors.
  • Negotiated technical solution delivery timelines with internal engineering teams, ensuring customer-facing deliverables remained within scope and on schedule.

Affiliations

  • Society for Customer Intelligence and Analytics
  • Customer Contact Week Digital Delegate Group
  • Society of Women Engineers
  • Society of Human Resource Management
  • Toastmasters
  • International Council of Nurses
  • Rotary International
  • Help Desk Institute (HDI)
  • Association for Supply Chain Management (APICS)
  • National Business League

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Customer Retention Specialist Certification Summit Group
  • Certified Customer Success Manager (CCSM) - Ironclad Systems
  • Salesforce Certified Administrator - 2017
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Certified Complaint Management Professional - Brightline
  • Advanced Communication and Presentation Skills Certificate - Brightline
  • Project Management Professional (PMP) - category

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