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Skills

  • Medical terminology knowledge
  • Effective verbal and written communication
  • Recordkeeping strengths
  • CRM software proficiency (HubSpot)
  • Collaboration with technical support teams
  • Advanced problem-solving skills
  • Customer relationship management
  • Call routing optimization
  • Workforce management
  • Service standard compliance

Work Experiences

  • Acquired 13 new customers, resulting in 5% revenue for the team.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Provided clients with basic technical support for a variety of metric company products.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Contributed to $8 in annual store sales per three years.
  • Facilitated method orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 6 years.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Offering 3 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Special Call Center Operator with 6 years of successful process improvement and risk assessment experience.
  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • Competent Special Call Center Operator with a desire to exceed sales targets and establish long-term customer relationships.
  • Bring extensive high-call volume experience working with framework consumers spanning 8 years.

Accomplishments

  • Enhanced technical troubleshooting knowledge for the team via method training, decreasing on-call escalations by 81%.
  • Led data-crunching and trend analysis projects that identified key drivers of call volume fluctuations, resulting in a 29% enhancement in forecast accuracy.
  • Collaborated with team of 14 in the development of method.
  • Managed downtime and service audit results, bolstering SLA adherence and cutting downtime-related escalations by 27%.
  • Created training module on cross-functional collaboration, increasing new-hire productivity by 47% within the first 10 weeks of tenure.
  • Optimized shift scheduling using workforce management software, cutting unscheduled overtime by 32% in peak times.
  • Reduced overall hold time by 21% by introducing callback options and restructuring call queues during peak hours.
  • Mentored Junior Call Center Specialists on call-handling techniques, leading to an average 83% improvement in monthly KPIs for the group.
  • Facilitated weekly performance reviews with the workforce management team that raised adherence to schedule compliance by 53%.
  • Monitored and analyzed daily call data reports, leading to a 31% reduction in missed performance benchmarks across the team.

Affiliations

  • NICE User Group (NUG) - Affiliation with professionals who specialize in using NICE software for customer service improvement.
  • National Association of Call Centers (NACC) - Organization offering education, peer networking, and research for call center operators.
  • Call Center Network Group (CCNG) - A member organization that promotes collaboration and training for call center and customer experience professionals.
  • Project Management Institute
  • International Association of Administrative Professionals
  • Customer Contact Expo - A valuable community for those in customer service and contact centers, offering events and learning opportunities.
  • Society for Customer Service Leadership (SCSL) - Group for senior leaders within call centers to share best practices and develop leadership skills.
  • National Association of Professional Women (NAPW) - Affiliation for female professionals across all industries, with a special interest group for call center leadership.
  • Lean Six Sigma Professionals for Call Center Excellence - A group offering knowledge and certifications for applying Lean Six Sigma methodologies in call centers.
  • Jaycees

Certifications

  • Customer Service Manager (CSM) Certification from HDI
  • Call Center Workforce Optimization (WFO) Certification by ICMI
  • Apple Certified Associate (ACA)
  • Certified in Customer Focused Service (CCFS) by Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)
  • Salesforce
  • First Aid/CPR Certified
  • Certified Client Service Specialist (CCSS) from NACM
  • Certified Business Analysis Professional (CBAP)

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