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Skills

  • POS systems expert
  • Mail handling
  • International sales support
  • Multi-line phone talent
  • Escalation management
  • Customer and client relations
  • Business operations
  • Method equipment
  • Multi-line Telephone Systems
  • Order fulfillment

Work Experiences

  • Standard helped me achieve $59,000.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Client payments for QuickBooks were collected, and account balances were updated.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Was in charge of sorting and distributing mail correspondence between departments and personnel, as well as parcel packaging, preparation, and timely shipping.
  • Achieved satisfaction for consecutive months.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Achieved a 37% first-contact resolution.
  • Achieved a 58% increase in premium renewals.

Summaries

  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Within Customer Service, senior Senior Member Service Representative and outstanding performer in quality assurance and performance reporting.
  • Detail-oriented Senior Member Service Representative with experience in planning, managing and coordinating corporate events.
  • Asana and program techniques have been taught to me.
  • Customer Service Representative with experience working in a variety of program and customer service environments.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Clear understanding of workflow optimization and data analysis as well as quality assurance training.
  • While greeting and interacting with customers, answering calls, project management and process improvement, maintain a positive and upbeat attitude.
  • Senior Member Service Representative is a professional and hardworking Customer Service veteran with more than 11 years of experience.

Accomplishments

  • Recognized as Employee of the Month for exceptional problem-solving capabilities and ensuring top-tier service for over 17 members.
  • Reduced service backlogs caused by high inquiry volumes by 19% through optimized resource allocation.
  • Trained and mentored 13 employees in best practices for member service delivery, improving overall team performance by 65%.
  • Championed member service improvements which led to a 69% boost in positive feedback through external surveys.
  • Surpassed all monthly member service metrics for the past year, achieving a 62% reduction in issue escalations.
  • Proactively reached out to inactive members, leading to a member reactivation rate of 84% in one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Drafted and refined FAQs and knowledge base articles, contributing to a 18% increase in self-service queries resolved without human intervention.
  • Pioneered a quality assurance program that led to a 30% increase in service adherence across the team.
  • Co-led the integration of Microsoft Office Suite applications for report generation, reducing manual effort by 19%.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Call Center Management Association (CCMA)
  • Jaycees
  • Society for Human Resource Management (SHRM)
  • Association of Support Professionals (ASP)
  • International Association of Privacy Professionals (IAPP)
  • Association for Supply Chain Management (APICS)
  • Global Association for Contact Center & Customer Engagement (GACCE)
  • American Marketing Association (AMA)
  • Credit Union National Association (CUNA)

Certifications

  • Certified Contact Center Quality Analyst (CCCQA)
  • Salesforce Certified Administrator (SCA)
  • Initiative Administrator Certification
  • Certified Member Service Specialist (CMSS)
  • Certified Call Center Manager (CCCM)
  • SHRM Certified Professional (SHRM-CP)
  • Certified ScrumMaster (CSM)
  • SAS Certified Professional: Customer Intelligence 360
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+

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