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Skills

  • Account management
  • Customer Service Script Development
  • Credit card processing
  • Stocking and replenishing
  • CRM
  • Report preparation
  • Stock management
  • Data entry
  • Escalation process management
  • Feedback-driven service innovation

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Collaborated with vendors to plan more than 8 daily pickups and weekly deliveries.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Welcomed, greeted, and assisted customers, generating $13 in the past year revenue in a high-traffic store.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Senior Customer Care Associate is a service-oriented Senior Customer Care Associate with unrivaled customer service, task prioritization, and time management skills.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 13 years.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved success in providing unsurpassed customer service.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • With extensive knowledge of stakeholder engagement and proven multitasking abilities, I am well-versed in project and time management.
  • Bring extensive high-call volume experience working with method consumers spanning 14 years.
  • Senior Customer Care Associate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Developed specialized scripts that improved live chat resolution rates by 71%, minimizing ticket escalation.
  • Developed monthly performance reports for senior management that helped identify areas for process enhancements, leading to a 73% boost in team efficiency.
  • Documented and resolved initiative which led to metric.
  • Identified and resolved process gaps in ticketing workflows, resulting in a 53% improvement in issue resolution time.
  • Implemented a new customer feedback loop in collaboration with the Product team, improving first-contact resolution by 56% in 2015.
  • Enhanced complaint resolution process to improve customer retention by 81% over 2 months.
  • Surpassed customer satisfaction benchmarks by resolving 80% of issues within the first call during the past year.
  • Managed high volumes of live chat requests, maintaining a consistent response time under 8 minutes during peak periods.
  • Coordinated with the legal team to ensure 33% adherence to compliance regulations when handling customer disputes.
  • Reduced overall customer wait times by 2 minutes through proactive management of real-time live chat operations in HubSpot.

Affiliations

  • Certified Support Specialist (CSS) by procedure
  • Certified Customer Experience Professional (CCXP) - 2019 Certification
  • Mentor at Boston Customer Support Meetup
  • Lions Club
  • Sales and Service Excellence Award by Brightline - 2017
  • Society of Consumer Affairs Professionals (SOCAP International)
  • International Association of Privacy Professionals (IAPP) - Customer Data Compliance Category
  • Freemason
  • Participant in the Customer Retention Strategies Seminar by Meridian
  • Women in Customer Success Leadership (WICSL) - Networking and Mentorship

Certifications

  • Certified Customer Service Professional (CCSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Analytics Individual Qualification (GAIQ) - 2022
  • Certified Customer Support Specialist (CCSS)
  • Cross-Functional Team Collaboration Certification Asana
  • Client Services and Support Certification (CSSC)
  • Certified Customer Success Associate (CCSA) by Meridian
  • Certified Conflict Management and Communication Specialist
  • Certified Help Desk Support Manager (CHDSM)

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