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Skills

Developing and optimizing support workflows
Root cause analysis for recurring customer issues
Net Promoter Score (NPS) improvement strategies
Customer rewards and loyalty program development
Leading customer service performance reviews
Effective listening and empathy in customer interactions
Call coaching and performance management for junior agents
Advanced CRM reporting and dashboard creation
Service level agreement (SLA) management
First-call resolution technique improvement

Work Experiences

Achieved a [Percentage] decrease in support tickets.
Achieved a [Percentage]% decrease in turnover.
Achieved results in [Time Period].
Analyzed customer service reports.
Achieved a [Amount] cost-saving over [Time Period].
Prioritized support tickets during peak season.
Achieved a [Percentage] drop in defects reported by customers.
Analyzed interactions to discover patterns.
Implemented data-driven strategies to reduce refund requests by [Percentage], increasing overall sales by $[Amount] in [Year].
Handled difficult escalation cases.

Summaries

Reduced refund requests by [Percentage]%.
Collaborative leader.
Improved customer satisfaction by [Percentage]%.
Achieved a [Percentage] improvement in overall team productivity.
Bolstered customer engagement within [Number] months.
Enhanced customer satisfaction scores (CSAT).
Facilitated a [Percentage] reduction in service call resolution times.
Strategic thinker with data-driven initiatives.
Redesigned the customer self-service portal based on data, improving user engagement by [Percentage] and enhancing customer-driven solutions.
Developed troubleshooting content.

Accomplishments

Established and maintained strategic relationships with key accounts, driving a [Percentage]% increase in overall account satisfaction scores.
Negotiated an updated service level agreement for VIP customers, improving response times by [Percentage]% and bolstering critical responses during peak hours.
Assisted in the creation and integration of new customer support software, improving agent productivity by [Percentage]% and enhancing workflow efficiency.
Provided data-driven insights to the executive team, leading to the implementation of new customer-first strategies and achieving [Percentage]% growth in customer loyalty.
Revamped a customer satisfaction reporting system that allowed for the clear presentation of data across [Technology], increasing actionable insights.
Orchestrated the roll-out of multi-channel customer service, accommodating [Number]+ new platforms, improving customer reach and satisfaction by [Percentage]% in [Year].
Strategized improvements in cross-department collaboration that reduced internal escalation times by [Percentage]% through better knowledge-sharing practices.
Enhanced customer retention by introducing a loyalty program in collaboration with the marketing team, increasing repeat customer purchases by [Percentage] over [Time Period].
Instituted real-time feedback mechanisms between support and sales teams, enhancing product recommendations and leading to [Number]% upsell rate growth.
Developed and led ongoing training sessions for support staff, resulting in a [Percentage]% improvement in average ticket resolution times.