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Skills

  • Technologically savvy
  • Report creation
  • Inventory control
  • Call center experience
  • Project management abilities
  • Contract development
  • Conflict resolution
  • Customer relations
  • In-store support
  • Direct sales

Work Experiences

  • Provided translation services for a 17-person team to meet the needs of Portuguese-speaking customers.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Trained 15 new employees in procedures and policies in order to improve team performance each quarter.
  • Ranked as the most effective in streamlined out of 18 representatives.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Updated the method system with order details, customer information, preferences, and billing details.
  • Assessed customer needs and upsold products and services to increase framework sales.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Accurately documents call details, prepares reports, and schedules service.
  • Client service professional with 14 years of experience interacting with clients.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Well-versed in Customer Service best practices and standards.
  • Working with regulatory limits and procedure department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Excel in Microsoft Excel offerings, Tableau use, and vendor management.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.

Accomplishments

  • Partnered with IT to integrate CRM tools with automated workflow systems, which resulted in a 46% reduction in manual processing errors and an increase in agent productivity.
  • Played a pivotal role in the integration of Tableau, which increased automated service request routing efficiency by 27% across all departments.
  • Acted as primary point of contact for high-priority accounts, consistently maintaining a 18% satisfaction rate for clients in Customer Service.
  • Assessed and realigned the team structure to better meet customer demand, achieving a 49% improvement in peak time response rates.
  • Implemented customer feedback loop systems that delivered actionable insights, driving a 17% increase in service satisfaction scores over several months.
  • Implemented a chat-based support solution for ServiceNow, accelerating resolution times and reducing phone-based inquiries by 77%.
  • Collaborated with cross-functional teams to improve service workflows, which increased first-call resolution rates by 81% and shortened average call times by 13 minutes.
  • Led efforts to revise client escalation processes, reducing customer complaints by 22% and decreasing average resolution time by 18 days.
  • Led a pilot program for a new customer service platform, realizing a 42% decrease in response times and delivering a smoother user experience.
  • Created a ticket review system that resulted in a 85% decrease in ticket resolution time and an 8-hour improvement to service level agreements.

Affiliations

  • Affiliation with American Society for Quality (ASQ) for process improvement insights, 2021
  • Guest Lecturer at method on best practices in service operations management, 2018
  • Certified ITIL Practitioner for Service Management, 2023
  • Member, International Customer Management Institute (ICMI) – Since 2017
  • Certified Customer Support Automation Professional, focusing on HubSpot, 2019
  • Certified in Lean Methodologies for Service Efficiency through standard, 2018
  • Completed Professional Development for Managing Teams Certification by process, 2018
  • Member, Association for Talent Development (ATD) – Focus on Team Leadership in Customer Service, 2018
  • Served on Planning Committee for procedure focused on Customer Experience Transformation, 2023
  • Volunteer Mentor, system, providing career mentorship in customer service industry

Certifications

  • Certified Professional in Customer Service (CPCS) – Customer Service Institute of America
  • Customer Communication Techniques Training – metric
  • Customer Journey Mapping Certification - Meridian
  • First Aid/CPR
  • Certified Public Accountant (CPA)
  • Certified Manager of Customer Relations (CMCR) – Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician
  • Customer Retention Specialist Certification Ironclad Systems

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