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Skills

  • Customer service
  • Escalation management
  • Promotional support
  • Credit card payment processing
  • Product organization
  • Inventory control
  • Clerical support
  • Fleet dispatching
  • Shipping and receiving understanding
  • Technologically savvy

Work Experiences

  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Updated the initiative system with order details, customer information, preferences, and billing details.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Used Salesforce to complete stakeholder engagement, which resulted in program.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.

Summaries

  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Excel in Jira offerings, ServiceNow use, and cross-functional collaboration.
  • Customer service professional who is used to working in a fast-paced procedure call center environment.
  • Trained in the use of Salesforce and has in-depth knowledge of client relations.
  • Well-versed in Customer Service best practices and standards.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of program agencies.
  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Team player who is empathetic and supportive.
  • Virtual Customer Service Associate with 2 years of experience resolving customer complaints and inquiries.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.

Accomplishments

  • Optimized customer support workflows, resulting in a 17% increase in team productivity and response efficiency.
  • Achieved continuous recognition for delivering exceptional customer experience, improving the team’s Net Promoter Score (NPS) by 27%.
  • Contributed to a $130,000 sales boost over 18 months by aligning customer support efforts with the sales team’s upsell targets.
  • Successfully improved team's case handling time by 52%, meeting and exceeding SLAs while maintaining quality standards.
  • Achieved Employee of the Year for driving operational excellence and maintaining top-tier customer satisfaction for 6 consecutive months.
  • Led a cross-departmental initiative that reduced onboarding time for new customer service representatives by 14 days.
  • Implemented enhanced data-tracking techniques, successfully reducing customer inquiry response time by 10 hours on average.
  • Built and maintained a new customer knowledge base, cutting support tickets related to process by 74%.
  • Implemented an advanced ticket management process, reducing outstanding support requests by 24% over 6 months.
  • Enhanced the customer retention rate by 21% through personalized outreach efforts after service interactions.

Affiliations

  • Certified in Call Center Management by program - 2024
  • Professional Development Certificate in Customer Experience Management, Lakeside Partners - 2024
  • Certified in CRM Analytics from standard - 2022
  • Founding member of the Empathy in Customer Relations Meetup group - 2023
  • Certified Conflict Resolution Specialist by category - 2021
  • Certified in De-escalation Techniques by initiative - 2015
  • Certified in Customer Service and Support from category - 2023
  • Member, Online Virtual Customer Support Community - 2016 to Present
  • Joined Help Desk Institute (HDI) and completed Service Desk Analyst training - 2024
  • Engaged in advanced Customer Service webinars hosted by the Global Customer Service Network (GCSN) - 2016

Certifications

  • SAP Certified Application Associate
  • Salesforce
  • Customer Relationship Management (CRM) Professional Certification
  • Certified eCommerce Customer Service Associate
  • Salesforce Certified Administrator
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Google Analytics Individual Qualification (GAIQ)
  • Customer Success Management Certification by Summit Group

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