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Skills

Transportation solution development
Product organization
Employee coaching
Shipping and receiving understanding
Conflict resolution and mediation
Change management (e.g., CRM migration leadership)
Customer onboarding and training program development
Call center operations management
Direct sales
Technologically savvy

Work Experiences

Increased retail sales by 5% and increased customer traffic by 7%.
Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
Collaborated with managers to create service improvement plans.
Was in charge of maintaining accurate and adequate cash and inventory balances.
Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
Was in charge of the warranty counseling process in order to keep costs under control.
Updated the framework system with order details, customer information, preferences, and billing details.
Ranked as the most effective in coordinated out of 16 representatives.
Followed up on shipping statuses and expedited orders with customers and retail buyers.
Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.

Summaries

Customer Service Representative with extensive experience in the initiative industry who is friendly and dedicated.
Excel in Power BI offerings, SAP use, and risk assessment.
Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
Competitive Senior Customer Service Executive in the framework industry with 3 years of experience.
Trained in the use of Power BI and has in-depth knowledge of budget management.
Senior Customer Service Manager with 2 years of experience resolving customer complaints and inquiries.
Senior Customer Service Manager with 5 years of method customer service experience.
Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.

Accomplishments

Facilitated cross-department collaboration efforts, driving knowledge-sharing initiatives that reduced ticket escalation rate to higher technical level by 77%.
Increased Zendesk/Trello/ServiceNow system efficiency by implementing new automations that reduced overall response times by 67%.
Coordinated with legal and compliance teams to ensure that all customer communications adhered to regulations, reducing compliance escalation rates by 34%.
Identified key customer pain points through surveys and focus group data, shifting customer service strategies to lead to a 41% retention increase year-over-year.
Recruited, trained, and managed a team of 6 customer service representatives, resulting in a 70% boost in customer satisfaction and operational efficiency.
Achieved Innovation Award for excellence in customer service in 2018, after leading a team that managed 18 of customer interactions with a satisfaction rate of 48%.
Developed and optimized performance dashboards that allowed real-time monitoring of agent effectiveness and helped reduce response time by 80%.
Developed cross-functional training programs for customer support managers, helping reduce interdepartmental escalations by 28%.
Created a comprehensive customer feedback and survey system, then used insights to drive a 70% increase in user satisfaction over process.
Managed high-volume contact center environments, maintaining consistent performance levels that resulted in an NPS score increase of 16%.

Affiliations

Engaged with the Customer Support Academy, completing coursework on agent scheduling and workload balancing strategies.
Participated in the Harvard Business School Online course on ‘Customer-Centric Service Design’ 2022, focusing on optimizing time-to-resolution.
Member of the Customer Experience Professionals Association (CXPA) since 2016, focusing on best practices in customer service operations.
Attended the Global Customer Experience Summit 2022, discussing emerging KPIs for customer satisfaction and experience optimization.
Member of the Society of Workforce Planning Professionals (SWPP), collaborating on employee scheduling improvements to enhance service delivery.
Completed 'Emotional Intelligence in Customer Service' training from framework, leveraging emotional intelligence to improve team management and customer interactions.
Regular attendee of the Customer Operations Performance Center (COPC) performance benchmarking programs, ensuring adherence to the latest service level standards.
Completed the 'Strategic Leadership in Customer Service' program by Northwind 2020, focusing on departmental scaling and quality control.
Member of the International Institute of Customer Service (IICS) since 2022, advocating for best practices in service-level agreement (SLA) compliance.
Chair of the Customer Feedback Innovation Committee at Ironclad Systems, spearheading initiatives to employ customer feedback in process improvements.

Certifications

Certified Help Desk Manager (CHDM) by HDI
CompTIA A+ Technician
ITIL Foundation Certification (IT Service Management)
Tactical Customer Service Excellence Certification by program
Apple Certified Associate (ACA)
Cisco Certified Network Associate (CCNA)
Customer Journey Mapping Professional (CJMP) Certification by Meridian
Project Management Professional (PMP) by framework
ISO 9001:2015 Lead Auditor Training
Certified Contact Center Operations Manager by Meridian

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Senior Customer Service Manager Resume Builder

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