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Skills

  • Money handling abilities
  • Report writing
  • Customer retention strategies
  • CRM
  • Strategic sales knowledge
  • Pricing tool development
  • Extremely organized
  • User interface understanding
  • Medical terminology knowledge
  • POS systems expert

Work Experiences

  • Educated employees on company procedures and services.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Entered information about customer interactions into Tableau to track requests, document problems, and keep track of solutions provided.
  • Provided clients with basic technical support for a variety of process company products.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Met or exceeded revenue targets with successful promotions of HubSpot during routine inbound calls and outbound sales follow-ups.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Checked terms for metric and framework policies to determine rules and enforce them with customers.

Summaries

  • Design and development of successful initiative embedded software applications in the past.
  • Motivated to keep customers happy and contribute to the company's success.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Bring extensive high-call volume experience working with procedure consumers spanning 9 years.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and procedure department guidelines.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Under duress, personable and professional.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Customer Service clients.
  • Bringing 16 years of experience handling and analyzing complaints and developing customer service strategies to improve customer satisfaction and business performance.
  • Senior Customer Service Executive is a service-oriented Senior Customer Service Executive with unrivaled customer service, task prioritization, and time management skills.

Accomplishments

  • Guided a team of 17 agents in exceeding SLA targets, reducing overdue tickets by 35% and maintaining a response rate within the past year.
  • Solved
  • Resolved
  • Assessed and improved performance through data analysis, leading to a reduction in customer re-contact rates by 59% and a decrease in repeat issue occurrences.
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Business Development: Initiated two key partnerships which resulted in framework revenue growth.
  • Researched
  • Established
  • Recorded
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.

Affiliations

  • Customer Success Association (CSA)
  • Contact Center World (CCW)
  • The National Association of Call Centers (NACC)
  • American Marketing Association
  • Customer Service Hall of Fame Nominee (2023)
  • Society of Service Professionals
  • CX Network Member (Customer Experience Network)
  • User Experience Professionals Association (UXPA)
  • Certified Call Center Manager (CCCM)
  • Global Association for Contact Center & Customer Engagement (GACCE)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Protection Officer (CPO)
  • First Aid/CPR Certified
  • CompTIA Security+
  • Service Strategy and Design Certification metric
  • Customer Service & Support Professional (CSSP) framework
  • Certified Public Accountant (CPA)
  • Foundation Certificate in Customer Service and Support (FCSS) 2016
  • Customer Success Advanced Certification ServiceNow
  • Certified Business Process Analyst for Customer Service (CBPA) Power BI

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