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Skills

  • Client onboarding best practices
  • Order fulfillment
  • Route dispatch
  • Sales expertise
  • Recordkeeping strengths
  • Warehousing functions
  • Medical terminology knowledge
  • CRM
  • Advanced Troubleshooting Techniques
  • Credit card processing

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included Asana recommendations.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Customer Service Representative with 9 years of retail experience in fast-paced, team-oriented environments.
  • Committed to providing world-class customer service while remaining professional.
  • Costs were consistently reduced while profits were increased.
  • ServiceNow and standard techniques have been taught to me.
  • Senior Customer Support Executive is a service-oriented Senior Customer Support Executive with unrivaled customer service, task prioritization, and time management skills.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate method systems is one of my specialties.
  • Under duress, personable and professional.
  • Customer service specialist with over 2 years of experience resolving account and service issues for Customer Service clients.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 8 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Implemented a system-wide service workflow update, reducing ticket resolution times by 83% and improving customer satisfaction by 20%.
  • Reduced total support expenses by 69% through implementation of self-service resources, enabling customers to resolve issues independently.
  • Increased client upsell rates by 25% through the introduction of real-time service updates and targeted email communications.
  • Guided a team of 2 agents, achieving a year-over-year increase in first-call resolution rate by 60%.
  • Advocated for the implementation of live chat support, generating an additional 38% in customer satisfaction during high influx periods.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored KPI performance and conducted regular feedback sessions, boosting agent satisfaction rates to 24% and reducing turnover.
  • Engaged with logistics to introduce new cross-selling opportunities that led to a 34% boost in customer upsell and cross-sell rates.
  • Documented and resolved category which led to process.
  • Enhanced customer onboarding processes by partnering with engineering, resulting in new customers using self-service resources by 49% within the first three years.

Affiliations

  • Society of Customer Affairs Professionals (SOCAP)
  • International Association of Administrative Professionals
  • Tech Support & Customer Success Alliance (TSCSA)
  • Global Service Desk Forum
  • Customer Feedback & Insights Association
  • Service-Oriented Architecture Users Network
  • Customer Experience Professionals Association (CXPA)
  • Advanced Customer Service Automation Network
  • Global Customer Solutions Forum
  • Call Center Network Group

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Dynamics 365 Customer Service Certification
  • Apple Certified Associate (ACA)
  • Certified Customer Service Manager (CCSM) - Harbor & Co.
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Insights Professional (CCIP) - Cedar Works
  • Certified Support Desk Analyst (CSDA) - Lakeside Partners
  • Customer Relationship Management (CRM) Certification – Microsoft Excel

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