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Skills

  • Complaint resolution
  • Relationship development
  • Stocking and replenishing
  • Process improvement
  • Customer complaint resolution
  • Money handling abilities
  • Operational improvement
  • CCTV
  • Sale expertise
  • Communications

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Suggested alternatives when a product was out of stock.
  • Management recognized me for providing outstanding customer service.
  • Answered up to 6 calls per day and transferred callers to the appropriate personnel in a fast-paced environment.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Answered 11 phone calls per one year to assist customers.
  • Answered an average of 4 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Facilitated program orders and ensured that they were completed accurately and on time.
  • Interrogated customers and gathered data in order to better understand their needs and provide quick solutions.
  • Set up new member contracts, explained the rules, and gave advice on how to get the most out of the benefits.

Summaries

  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Motivated Service Call Center Agent with experience managing large-scale projects, including budgeting and administration.
  • Communicative and team-oriented, with QuickBooks expertise.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Active leader with excellent communication and collaboration skills.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Motivating leader who has built and managed program teams in the past.
  • Ability to recognize method issues and integrate initiative solutions to achieve process.
  • Strategic thinker with expertise in project management.
  • Proficient in promoting initiative by leveraging strategic planning and budget management knowledge.

Accomplishments

  • Implemented a program solution that reduced average call handling times by 18% and increased team productivity across the department.
  • Resolved
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Developed a bilingual customer support strategy that increased accessibility for non-English-speaking customers and improved satisfaction scores among French-speaking clients by 84%.
  • Achieved a customer satisfaction score of 31% through exceptional problem-solving ability and attention to customer concerns.
  • Identified and resolved pain points in billing service protocols, improving customer retention by 35% over 6 months.
  • Cross-trained in multiple customer service functions, including billing, account management, and technical troubleshooting, reducing call referral rates by 28%.
  • Represented
  • Integrated
  • Guided

Affiliations

  • Member, International Association for Conflict Management (IACM) - Improved proficiency in mediation and conflict resolution tailored for direct customer interaction settings.
  • Member, International Customer Service Association (ICSA) - Actively engage in knowledge-sharing and industry trends related to customer-focused best practices.
  • Mentor, Junior Agent Development Program - Developed training curriculum that improved the soft skills of new customer service hires.
  • Certified Technology Specialist (CTS) in Tableau - Applied technical expertise to streamline system troubleshooting in customer support scenarios.
  • Certified Customer Service Professional (CCSP), 2017 - Earned certification to enhance service delivery strategies and improve customer engagement.
  • Leader, Cross-Departmental Collaboration Task Force - Managed initiatives focusing on process improvement between customer service and financial departments.
  • Mentor, Internal Call Center Training Program - Guided new hires through customer service protocols and company-specific sales techniques.
  • Program Organizer, Multi-Language Service Enrichment Program - Coordinated language training programs to better serve multilingual customer bases.
  • Participated in University Service Hours Program for Customer Relations - Completed 10 service hours improving communication tasks for university services.
  • Member, National Association of Call Centers (NACC) - Stay updated on contact center technologies, operational improvements, and workforce management.

Certifications

  • Certified Protection Officer (CPO)
  • Certified Technical Support Engineer – Cedar Works
  • SAP Certified Application Associate
  • Google Analytics Certification – Customer Insights & Data Analysis
  • American Academy of Financial Management (AAFM)
  • Certified Team Leader for Customer Service Call Centers – standard
  • First Aid/CPR
  • Salesforce
  • Certified Call Center Professional (CCCP)
  • Microsoft Certified Systems Engineer (MCSE)

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