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Skills

  • Cross-departmental collaboration
  • Interdepartmental communication
  • Recordkeeping strengths
  • Workflow Optimization
  • CRM
  • Customer relations
  • Credit card processing
  • International sales support
  • Account management
  • Staff education and training

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Increased the team's revenue by over $13 in sales.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Contributed to $2 in annual store sales per three years.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Trained new team members in service techniques and managed the quality assurance program's scoring.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.

Summaries

  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Within Customer Service, senior Senior Customer Service Coordinator and outstanding performer in data analysis and risk assessment.
  • Motivated to keep customers happy and contribute to the company's success.
  • Senior Customer Service Coordinator is a multi-talented Senior Customer Service Coordinator who is consistently rewarded for planning and operational improvements.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Power BI and initiative techniques have been taught to me.
  • Hardworking Senior Customer Service Coordinator with 15 years of telecommuting experience meeting customer needs.
  • Under duress, personable and professional.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Fluent in German. Personable and professional communicator.

Accomplishments

  • Developed new-hire training programs, resulting in faster onboarding times and decreasing ramp-up periods by 16% while maintaining high retention rates post-training.
  • Decreased escalations by 69% through comprehensive training programs and empowering front-line service agents with enhanced decision-making capabilities.
  • Cut down customer complaint resolution times by 18% by analyzing and enhancing the effectiveness of the existing ticketing system.
  • Fostered a collaborative environment between remote and on-site teams, which improved team synergies leading to a 43% better first response rate.
  • Collaborated with the sales and IT teams to streamline order processing systems, reducing errors by 80% and speeding up the transaction time.
  • Introduced data-driven decision-making tools for agents, which resulted in a 30% accuracy increase in identifying high-priority customer issues.
  • Ensured a consistent 98%+ adherence to service-level agreements (SLAs) over a 2021 period, through efficient resource allocation and workload balancing.
  • Implemented a new cross-departmental feedback system, which improved communication and coordination between sales and customer service teams, boosting customer satisfaction.
  • Streamlined dispute resolution processes for outstanding invoices, reducing processing time by 51% and enhancing overall customer satisfaction.
  • Reduced repeat support calls by 18% by implementing a detailed feedback loop to refine knowledge base content and processes.

Affiliations

  • International Association of Outsourcing Professionals (IAOP)
  • Certified Call Center Manager (CCCM) Certification
  • Institute of Customer Service
  • Customer Service Professionals Network (CSPN)
  • Lean Enterprise Institute (LEI)
  • Freemason
  • American Marketing Association
  • National Association of Credit Management (NACM)
  • Association for Customer Loyalty Management (ACLM)
  • Customer Success Association

Certifications

  • Certified Public Accountant (CPA)
  • Customer Service Excellence Certification Harbor & Co.
  • Certified Customer Care Manager (CCCM) - Lakeside Partners
  • CompTIA Network+
  • Certified Performance Coach (CPC) - Summit Group
  • Time Management for Service Leaders - Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Complaint Handling and Dispute Resolution Training - Lakeside Partners
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Success Manager (CCSM) - SuccessHACKER

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