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Skills

  • Shipping procedures understanding
  • Multi-line phone talent
  • 10-Key
  • Inventory control procedures
  • Flexible scheduling
  • Promotional support
  • Microsoft Office Suite
  • Excellent multi-tasker
  • Austin Logistics call center systems
  • Order fulfillment

Work Experiences

  • Won
  • Processed, scheduled, and executed customer orders for new and existing customers.
  • Was in charge of representing
  • Kept track of outstanding issues and implemented new solutions by monitoring customer accounts.
  • Met and exceeded performance goals in support of the company's goals.
  • Kept an eye on flagged customer accounts to keep track of ongoing issues and deploy newfound solutions to lingering issues.
  • Used optimized and launched to deal with irritated customers, conflicts, and difficult situations.
  • Started it.
  • Kept track of everything.
  • Assisted over 11 customers per shift with basic procedure and standard technical support, resolving issues at a 10% rate.

Summaries

  • Versatile
  • Consistently improve customer satisfaction by providing industry-leading service and support to each and every customer.
  • Senior Customer Service Representative is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Deadline-driven
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Expert
  • Passionate about providing exceptional experiences and industry-leading service to each and every customer.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Service-driven

Accomplishments

  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Implemented a remote support model in Seattle, maintaining staff productivity at 53% of normal levels and ensuring uninterrupted service during initiative.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Spearheaded a service quality audit that increased compliance with customer interaction standards by 61% and minimized errors.
  • Effectively handled 17+ priority service cases concurrently, balancing complex issue resolution with day-to-day inquiries, and maintained a 65% average CSAT score.
  • Conducted customer feedback analysis using QuickBooks to present actionable insights to senior management, leading to a 56% improvement in NPS.
  • Developed and deployed a customer loyalty program that reduced churn rate by 76% and boosted retention within three years.
  • Developed a cross-department feedback loop, streamlining communication between sales, customer service, and product, improving overall case resolution times by 53%.

Affiliations

  • Toastmasters
  • Association of Information Technology Professionals
  • Participant in Salesforce Customer Success Network
  • Project Management Institute
  • Member of Professional Association for Customer Engagement (PACE)
  • Member of Women in Customer Service Leadership Network
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Certification in Customer Service Excellence from Beacon Labs
  • Member of Customer Relationship Professionals Association (CRPA)

Certifications

  • Certified Public Accountant
  • Managing Difficult Customers and Conflict Certification
  • ITIL 4 Foundation Certification by AXELOS
  • Salesforce
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Sales Manager Certificate
  • Certified Contact Center Manager (CCCM)
  • Certified Quality Improvement Associate (CQIA) by ASQ
  • Certified Professional Customer Service (CPCS) by National Customer Service Association (NCSA)

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