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Skills

  • Action plan formulation and execution
  • Data analysis and reporting QuickBooks
  • Professional telephone demeanor
  • Money handling abilities
  • Customer Service Process Optimization
  • Feedback loop system implementation
  • Stock management
  • Customer trust-building techniques
  • Customer-centric problem-solving
  • Multi-line phone talent

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Welcomed, greeted, and assisted customers, generating $4 in two years revenue in a high-traffic store.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Customer service training processes were implemented and developed by me.
  • Kept up to date on product and service changes.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Processed 2 invoices and mailed documentation to clients each three years.

Summaries

  • Dedicated to meeting and exceeding category objectives through effective communication and metric abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Worker with a strong understanding of category organization and process product issues.
  • Senior Member Service Specialist with 6 years of experience in dealing with customer requests and concerns.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and standard department guidelines.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Documented and resolved system which led to program.
  • Collaborated with human resources to establish new service standards, which contributed to a 23% improvement in member satisfaction scores.
  • Developed a materials training program for customer service staff, which reduced onboarding time by 18 across new hires.
  • Set and tracked KPIs for the customer service team, achieving performance benchmarks of 16% above the industry standard.
  • Created a streamlined process for escalations, lowering issue resolution times by 68%.
  • Collaborated with senior leadership to forecast member service trends, leading to an improved customer service budget of $16.
  • Led a team of 9 in customer retention efforts, achieving a 40% customer retention rate over two years.
  • Managed a team of 5 cross-functional service specialists in resolving high-priority escalations, achieving 45% faster resolutions.
  • Conducted root cause analysis on recurring member service issues, reducing support tickets by 37% over two years.
  • Led a multi-phase project that introduced customer feedback loops, driving a 32% increase in actionable insights within the past year.

Affiliations

  • Women in Customer Service Leadership (WICSL), Mentor, 2020–Present
  • Contact Center World Global Association, Member, 2020–Present
  • Association of Information Technology Professionals
  • Rotary International
  • Customer Service Institute of America (CSIA), Customer Service Management Certification, 2022
  • International Customer Service Association (ICSA), Member and Keynote Speaker, 2019
  • National Society of Leadership and Success (NSLS), Certified Leadership Trainer, 2024
  • Association for Computing Machinery
  • International Institute of Business Analysis (IIBA) Member 2016–Present
  • American Society of Safety Professionals

Certifications

  • Certified Member Service Specialist (MSS) by NAFCU
  • Six Sigma Yellow Belt Certification by Brightline
  • Certified Salesforce Administrator by Salesforce
  • ServSafe
  • Google Analytics Certified Professional
  • Customer Journey Mapping Certification by framework
  • Customer Service & Support (CCSS) by TSIA
  • Certified Customer Service Operations (CSO) by Summit Group
  • Salesforce
  • Zendesk Support Administrator Certification

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