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Skills

  • Quality assurance controls
  • Fleet dispatching
  • Report creation
  • Escalation management
  • Shipping and receiving understanding
  • Technologically savvy
  • Product organization
  • Data evaluation
  • Data-driven decision making
  • System implementation

Work Experiences

  • Conducted customer interviews for procedure issues and provided feedback to the management team.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Helped customers with their questions and concerns, which resulted in a 6% reduction in complaint calls.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Exceeded 18 months service goals using customer service, sales, and employee management best practices.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Was in charge of mentoring junior team members and managing employee relations.

Summaries

  • Excel in Salesforce offerings, SAP use, and risk assessment.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Trained in the use of Jira and has in-depth knowledge of process improvement.
  • Working with regulatory limits and method department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Senior Customer Support Specialist with 16 years of metric customer service experience.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Salesforce expert who excels at meeting and exceeding sales targets.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.

Accomplishments

  • Introduced self-service knowledge base resources, resulting in a 29% reduction in tier-1 inquiry volume within the first 18 months.
  • Developed a mentor-mentee system within the customer support department, improving overall team performance by 38% over one year.
  • Collaborated with product development teams to provide customer-centric feedback, which led to the implementation of SAP, reducing recurring support incidents by 18 inquiries.
  • Coordinated with cross-functional departments to seamlessly resolve technical and customer account issues, decreasing support resolution times by 63%. Presenting findings to senior leadership resulted in company-wide adoption.
  • Managed relationships with key client stakeholders, reducing required touchpoints and achieving 71% retention for high-value accounts.
  • Contributed to cost savings of $41,000 annually by reducing churn rates through effective client engagement and escalated case resolution.
  • Successfully implemented an automated ticketing system that reduced average response times from 10 minutes to 9 minutes within a the past year.
  • Successfully led an initiative to regionally deploy program, improving response times by 32% and reducing average case resolution times by 7 minutes.
  • Selected as a subject matter expert (SME) for Asana, providing internal training sessions that reduced ramp-up time for new hires by 65%.
  • Collaborated cross-departmentally to integrate CRM and support systems, leading to a 83% improvement in customer data accuracy and reducing ticket handling time.

Affiliations

  • Contributing writer for the Technical Support Professionals LinkedIn group blog
  • Attended annual Live Support Network Conference 2023, advancing knowledge of live chat support technologies
  • Certified in KPI Analytics for Contact Centers through the International Customer Support Academy (ICSA)
  • Association for Talent Development (ATD) - specialized coursework in customer service coaching
  • Member of the Customer Service & Support Professionals Association (CSSPA)
  • Active participant in the Online Customer Service Institute's Webinars on best practices 2024
  • Served as a mentor in the Customer Support Leadership Mentorship Program (CSLMP)
  • Attended the Call Center Week Expo Denver, focusing on the latest developments in KPIs
  • Mentor for the Next-Gen Customer Support Leaders Program Denver 2021
  • Participated in the Service Management World event on proactive customer issue management 2021

Certifications

  • Project Management Professional (PMP)
  • Certified Support Specialist for Multilingual Environments by Meridian
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Incident Management Framework Certification by Summit Group
  • Professional in Customer Experience (PCX) Certification by CX University
  • Advanced Customer Care Specialist by metric
  • First Aid/CPR
  • SAP Certified Application Associate
  • Microsoft Office Specialist (MOS)

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