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Skills

  • Product testing
  • Team Leadership
  • Materials preparation
  • Account management
  • Sales expertise
  • Dinner service planning
  • Retail store support
  • Receiving support
  • Order fulfillment
  • Service standard compliance

Work Experiences

  • Organized customer information and account data for business planning and customer service.
  • Customer service training processes were implemented and developed by me.
  • Answered multi-line phones and assessed clients' issues and challenges using active listening skills.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Spoke with customers about their QuickBooks concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.
  • Suggested alternatives when a product was out of stock.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Customer service specialist with over 7 years of experience resolving account and service issues for Customer Service clients.
  • SAP expert with 10 years of experience in related roles.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Committed to providing world-class customer service while remaining professional.
  • Top-producing salesperson and industry expert in Customer Service.
  • Motivated Senior Customer Service Executive with experience managing large-scale projects, including budgeting and administration.
  • Among his accomplishments is the creation of a category app for use in the standard industry.
  • HubSpot expert with experience in quality assurance services.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Senior Customer Service Executive proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Identified
  • Trained
  • Created a tiered customer service system, segmenting high-touch clients, and resulting in 18% higher satisfaction scores from key clients.
  • Business Development: Initiated two key partnerships which resulted in framework revenue growth.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Collaborated with team of 2 in the development of process.
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Collaborated with senior management to develop departmental KPIs, improving transparency and accountability, which resulted in a 32% increase in team performance.
  • Reduced

Affiliations

  • Lions Club
  • Customer Service Hall of Fame Nominee (2023)
  • Certified Call Center Manager (CCCM)
  • American Society for Quality (ASQ) - Quality Management Division
  • Certified Customer Success Manager (CCSM by SuccessCOACHING)
  • The National Association of Call Centers (NACC)
  • Global Association for Contact Center & Customer Engagement (GACCE)
  • Customer Contact Association (CCA Global)
  • CX Network Member (Customer Experience Network)
  • Customer Service Excellence Recognition (2023)

Certifications

  • Certified Customer Service Leader (CLSL) HubSpot
  • Customer Support Specialist Certification (CSS) 2018
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Call Center Manager (CCCM) - Vantage
  • Certified Relationship Manager (CRM) for Service Professionals metric
  • First Aid/CPR Certified
  • Certified Protection Officer (CPO)
  • Certified Public Accountant
  • Customer Service & Support Professional (CSSP) framework
  • Service Strategy and Design Certification metric

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