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Skills

  • Case management and resolution tracking
  • Retail store support
  • Medical terminology knowledge
  • International sales support
  • Customer experience enhancement
  • Warehousing functions
  • Advanced knowledge of Adobe Creative Suite division services and offerings
  • CRM
  • Receiving support
  • Customer loyalty program creation

Work Experiences

  • Achieved a 14% improvement in performance metrics.
  • Collaborated with cross-functional teams to resolve complex service issues, resulting in a 46% reduction in customer churn over a 18-month period.
  • Acted as the primary liaison between teams.
  • Called and emailed customers on a regular basis to collect payments and schedule services.
  • Achieved recognition in 2017.
  • Adjusted staffing plans.
  • Researched and quickly resolved client conflicts to keep 9% of key accounts.
  • Championed the use of customer-driven insights to refine service offerings, contributing to a $104,000 rise in monthly recurring revenue.
  • Achieved a 80% reduction in refunds.
  • Assessed and restructured onboarding practices for customer support teams, cutting down training time by 59%.

Summaries

  • Asana expert with experience in strategic planning services.
  • Senior Customer Service Representative Lead with 4 years of experience in dealing with customer requests and concerns.
  • Senior Customer Service Representative Lead who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Experienced Senior Customer Service Representative Lead with 7+ years of meeting the needs of Customer Service clients.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to keep customers happy and contribute to the company's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Well-versed in Salesforce and a consistent performer when it comes to sales goals.
  • Qualified Senior Customer Service Representative Lead with 10 years of experience supporting procedure company needs in fast-paced customer service and call center environments.

Accomplishments

  • Played a key role in the transformation of a legacy call center system, leading to a significant 69% reduction in support ticket backlog.
  • Piloted a targeted customer retention campaign for at-risk accounts, resulting in a 55% decrease in churn over two years.
  • Led an initiative to refine email communications, decreasing customer inquiry response times by 41% within one year.
  • Applied data analytics to customer feedback surveys, driving a 74% improvement in overall service-related metrics within three years.
  • Collaborated with product and development teams to implement features that addressed metric, reducing complaints by 82%.
  • Assessed and developed a training module that improved first-call resolution rates by 27% for newly onboarded support staff.
  • Standardized multi-channel customer service procedures, increasing issue tracking efficiency and reducing service lost time by 15%.
  • Mentored junior staff through leadership initiatives, leading to higher team morale and a 74% increase in overall team performance ratings.
  • Supervised the integration of a knowledge base system for customer support, reducing repetitive queries and increasing first-contact resolution by 49%.
  • Consistently maintained a customer satisfaction score of 24% or higher while managing escalated inquiries across multiple support channels.

Affiliations

  • Association of Support Professionals
  • Sales and Customer Care Leaders Association
  • The Customer Service Excellence Network
  • Lions Club
  • Jaycees
  • International Customer Management Institute (ICMI)
  • Freemason
  • Toastmasters
  • Project Management Institute
  • Certified Customer Experience Professional (CCXP) - CXPA

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Specialist in Service-Level Management (CSSLM) by Brightline
  • First Aid/CPR Certified
  • CompTIA Network+
  • ISO 10002: Customer Satisfaction Guidelines for Complaints Handling Certification
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Employee Retention Consultant Certification by Beacon Labs
  • Professional Customer Engagement (PCE) Certification by Beacon Labs
  • Customer Service Operations Manager Certification by Beacon Labs

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