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Skills

  • Recordkeeping strengths
  • Stocking and replenishing
  • Route dispatch
  • Empathy and active listening
  • Client relationship management (CRM) tools like SAP
  • Receiving support
  • Medical terminology knowledge
  • POS systems expert
  • Service standard compliance
  • Report preparation

Work Experiences

  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Taught new employees about the company's operations, policies, and services.
  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Collaborated with vendors to plan more than 18 daily pickups and weekly deliveries.
  • Kept up to date on product and service changes.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Kept the method and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Hardworking Senior Customer Care Representative with 5 years of telecommuting experience meeting customer needs.
  • Dedicated to exceeding expectations and leading the team to success.
  • Within Customer Service, senior Senior Customer Care Representative and outstanding performer in performance reporting and cross-functional collaboration.
  • Asana expert with 11 years of experience in related roles.
  • Dedicated to meeting and exceeding method objectives through effective communication and category abilities.
  • Fluent in Spanish. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 3 years.

Accomplishments

  • Piloted new call scripting techniques focused on empathy that reduced negative call outcomes by 31% while boosting customer satisfaction.
  • Delivered training and coaching to junior staff, resulting in a 31% improvement in their service handling scores and escalating fewer cases.
  • Trained a team of 14 customer service representatives, leading to improved individual performance metrics and a group-wide average rating increase of 47%.
  • Partnered with the product team to quickly resolve software issues affecting users, reducing service downtime by 15%.
  • Collaborated with the IT team to implement new security protocols for managing customer data, resulting in zero security violations over two years.
  • Analyzed call data to identify root causes of recurring customer issues, implementing process improvements that cut complaint incidents by 51%.
  • Led a customer satisfaction initiative that reduced complaint tickets related to initiative by 82% over three years.
  • Collaborated with team of 4 in the development of method.
  • Spearheaded the roll-out of a new customer service strategy, achieving a decrease in negative feedback by 70% in Denver.
  • Collaborated with IT and development teams to troubleshoot persistent technical issues across multiple regions, minimizing downtime and reducing complaints by 24%.

Affiliations

  • Partnership for Public Service (for Government Customer Service)
  • International Council of Nurses
  • Customer Service Benchmarking Alliance (CSBA)
  • Rotary International
  • International Customer Management Institute (ICMI)
  • National Association of Customer Service Professionals (NACSP)
  • Customer Service Excellence Recognition Program
  • National Association of Social Workers
  • Call Center Network Group (CCNG)
  • Lean Six Sigma Yellow Belt for Customer Service Process Improvement

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Customer Service Skills (ACCSS) - Brightline
  • Certified Customer Communication Professional - Northwind
  • Salesforce
  • Certified Help Desk Manager (CHDM) - category
  • Customer Feedback Management Certification - Cedar Works
  • Customer Retention Strategies Certification - Harbor & Co.
  • HubSpot Service Hub Certification - HubSpot Academy
  • Remote Customer Service Management Certification - Ironclad Systems
  • Certified eService Professional (CeSP) - Vantage

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