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Skills

  • Leadership
  • Strategic sales knowledge
  • Automated routing system implementation
  • Complaint resolution and escalation handling
  • Recordkeeping strengths
  • Key stakeholder relationship building
  • Professional telephone demeanor
  • Medical terminology knowledge
  • Customer feedback analysis and actionable insight generation
  • Analyzing customer complaints to reduce recurring issues

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Ensure that customers and internal departments are properly communicated with.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept the category and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Was in charge of high-volume paperwork and worked with the program department to resolve billing and shipping issues.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Fluent in French. Personable and professional communicator.
  • Worker with a strong understanding of procedure organization and standard product issues.
  • Dedicated to exceeding expectations and leading the team to success.
  • Competent Senior Customer Service Assistant with a desire to exceed sales targets and establish long-term customer relationships.
  • Senior Customer Service Assistant is a service-oriented Senior Customer Service Assistant with unrivaled customer service, task prioritization, and time management skills.
  • Jira expert with 5 years of experience in related roles.
  • Costs were consistently reduced while profits were increased.
  • Senior Customer Service Assistant proactive with experience in providing support and resolving customer complaints.
  • Senior Customer Service Assistant who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Created and maintained a customer feedback database, utilized by management to better understand customer sentiment and drive improvements.
  • Achieved a 55% reduction in average wait time by optimizing the live chat support function and streamlining handovers between agents.
  • Resolved an average of 9 customer escalations daily via phone, email, and live chat, consistently exceeding satisfaction benchmarks.
  • Introduced a live chat support system that achieved an average satisfaction score of 16 out of 4.
  • Managed customer loyalty program, increasing active participants by 32% and improving brand engagement.
  • Documented and analyzed 10 customer interactions per month to identify issues and trends that informed service improvements.
  • Designed and oversaw a real-time customer feedback loop using Adobe Creative Suite, resulting in actionable insights and continuous process improvements.
  • Assisted in the migration of customer queries from multiple platforms into a unified CRM, improving response accuracy by 49%.
  • Developed and implemented an escalation protocol that reduced formal complaints by 32% within 2017.
  • Developed an interactive knowledge base for both customers and team members, resulting in a 16% reduction in repeat inquiries.

Affiliations

  • Rotary International
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • Customer Service Institute of America (CSIA)
  • International Association of Administrative Professionals
  • Toastmasters
  • American Medical Informatics Association
  • National Association of Social Workers
  • Professional Association for Customer Engagement (PACE)
  • Society of Customer Service Professionals (SCSP)

Certifications

  • First Aid/CPR Certified
  • Salesforce
  • ITIL Foundation Certification (for service management)
  • CompTIA A+ Technician
  • Lean Six Sigma Yellow Belt
  • Certified Customer Success Manager (CCSM) - Level 2 framework
  • Certified Public Accountant (CPA)
  • Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate
  • Zendesk Support Administrator Certification
  • Certified Customer Experience Manager (CCEM) - Beacon Labs

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