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Skills

  • Chat log documentation and analysis
  • Feedback submission for product improvements
  • Beta testing for Adobe Creative Suite
  • Cross-selling and upselling techniques
  • Money handling abilities
  • High-quality customer interaction scripts
  • Retail store support
  • Medical terminology knowledge
  • Stocking and replenishing
  • Customer relationship management

Work Experiences

  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept the method and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Ensure that customers and internal departments are properly communicated with.
  • Averaged 7 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Collaborated with vendors to plan more than 13 daily pickups and weekly deliveries.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Used a POS system to itemize and total the purchases of 13 customers.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Web Chat Agent proactive with experience in providing support and resolving customer complaints.
  • Costs were consistently reduced while profits were increased.
  • Hardworking Web Chat Agent with 7 years of telecommuting experience meeting customer needs.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 11 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Rolled out new chat management software across the division that boosted team productivity by 76%.
  • Received customer satisfaction scores of 24% or above for consecutive quarters through personalized chat support strategies.
  • Defused high-stakes customer situations via web chat, resulting in 17% successful resolution without further escalation.
  • Developed upsell tracking system, leading to a 77% increase in revenue from existing customers.
  • Documented recurring issues in the CRM system and escalated for product enhancement discussions, resulting in process.
  • Played a key role in improving net promoter score (NPS) by 66% through value-added support initiatives.
  • Resolved 7 privacy concerns related to ServiceNow, helping avoid legal escalations and enhancing client trust.
  • Implemented automated chat solutions using Jira, leading to a 26% reduction in repetitive inquiries and improving response efficiency.
  • Achieved and maintained a 45% chat response rate within industry-standard SLAs for 5 consecutive months.
  • Collaborated cross-functionally with sales and support teams to help reduce churn by 59% through targeted outreach during high-risk periods.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Chatbot and Conversational AI Association
  • Live Chat Support Best Practices Group
  • Rotary International
  • International Association of Administrative Professionals
  • Association for Support Professionals (ASP)
  • International Institute of Customer Service (IICS)
  • Tech Support Alliance Network (TSAN)
  • Association of Information Technology Professionals
  • Help Desk Institute (HDI)

Certifications

  • CompTIA Network+
  • Certified Live Chat Agent - Northwind
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • CompTIA Security+
  • Advanced Problem-Solving Techniques Certification - Salesforce
  • First Aid/CPR Certified
  • Service-Level Agreement (SLA) Management Certification - Microsoft Excel
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Excellence Certification Lakeside Partners

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