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Skills

  • Medicare and Medicaid eligibility
  • Employee relations
  • Sales proficiency
  • Key holder experience
  • POS systems expert
  • Shipment processing
  • Merchandising
  • Client relations strength
  • MS Office Suite
  • Background in project management

Work Experiences

  • Changed department schedules to ensure that coverage during peak hours was maximized.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Assisted Assistant Customer Service Manager in supervising more than 3 reps who handled 7+ calls per hour.
  • Was in charge of a team of 10 customer service representatives who assisted process customers.
  • Gathered customer feedback and made recommendations to management about category processes, ensuring customer satisfaction in future interactions.
  • Checked terms for program and system policies to determine rules and enforce them with customers.
  • Oversaw 5 members of the enterprise customer service team and used data analytics to identify areas for improvement and accountability.
  • Developed long-term business strategies while soliciting customer feedback to improve processes.
  • Took advantage of several upsell opportunities with new and potential customers, resulting in a revenue increase of 6%.
  • Created and updated call sequencing flow charts to improve center performance.

Summaries

  • Through spearheaded, excels at establishing customer loyalty and generating repeat business opportunities.
  • Demonstrated planning and change management skills to influence functions and build consensus in order to have an impact on internal and external clients.
  • Analytical problem-solver with strong mentoring and team-building skills.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Skilled at staff training and building rapport with clients.
  • Approach systemic performance issues effectively to boost team productivity and assist associates in increasing customer loyalty through exceptional service.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • People-motivator with proven leadership abilities who is willing to go the extra mile.
  • Power BI and initiative techniques have been taught to me.

Accomplishments

  • Secured
  • Adapted
  • Integrated
  • Completed
  • Customer Service: Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Developed
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Multi-tasking: Cashiered with two cash registers at once in tandem to maximize customer flow.
  • Assisted
  • Documented

Affiliations

  • Actively engaged, Help Desk Institute (HDI) membership, gaining access to technical support and customer service leadership best practices.
  • Compiled post-event strategies from Customer Experience Leadership Summit attendees to foster collaborative approaches across departments.
  • Volunteer, system, leveraging customer service skills to enhance the community engagement efforts of the organization.
  • Recipient of system in Customer Service excellence in 2023, recognized by initiative.
  • Certified Professional in Customer Experience (CCXP), affiliated with the Customer Experience Professionals Association (CXPA) to deepen skills in customer relations and retention strategies.
  • Team Member, internal Customer Service Transformation committee, improving data-driven initiatives to measure CSAT (Customer Satisfaction).
  • Certification in Call Center Management accredited by the International Customer Management Institute (ICMI), with a focus on improving operational efficiency.
  • Training Certificate, Train-the-Trainer certification from Jira, enabling the development of in-house training programs for new hires in customer service.
  • Subscribed, Customer Contact Week (CCW) Digital, staying current with trends in customer experience management and technology.
  • Recurring Attendee, CX Network workshops, learning about the latest technological trends in personalized customer support.

Certifications

  • Certified Customer Service Manager (CCSM) by CSM Certification
  • Certified Support Leader (CSL) by Service Strategies
  • ServSafe
  • First Aid/CPR
  • CompTIA Network+
  • Certified Service Desk Manager (CSDM) by PeopleCert
  • Certified Problem and Incident Manager (CPIM)
  • Salesforce
  • Association for Project Management (APM)
  • SHRM Certified Professional (SHRM-CP)

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