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Skills

  • Escalation management and conflict resolution
  • CRM
  • Complaint resolution
  • Customer feedback analysis
  • Staff training and development
  • Warehousing functions
  • Conflict resolution in escalated cases (42% success rate)
  • Retail store support
  • Training development aptitude
  • Key holder experience

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Collaborated with vendors to plan more than 15 daily pickups and weekly deliveries.
  • Provided clients with basic technical support for a variety of program company products.
  • In the top 11% of employees for successful optimized.
  • Was in charge of high-volume paperwork and worked with the procedure department to resolve billing and shipping issues.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Customer Service Expeditor is a multi-talented Customer Service Expeditor who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Food and Beverage.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer Service Expeditor with 3 years of experience in dealing with customer requests and concerns.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer Service Expeditor proactive with experience in providing support and resolving customer complaints.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Very knowledgeable about Jira, as well as initiative competitors and offerings.

Accomplishments

  • Assisted in the successful onboarding and training of 18 new team members on company SOPs and CRM systems.
  • Compiled and analyzed metrics on customer complaint channels, providing actionable insights that resulted in an 52% improvement in complaint resolution times.
  • Achieved a 38% reduction in product-related complaints by documenting and escalating recurring issues to the product quality team.
  • Conducted root cause analysis on delayed service requests, reducing the total time required for issue resolution by 41%.
  • Reduced customer call handling times by 44% through process standardization and effective real-time support escalation.
  • Coordinated between sales and logistics departments to ensure that 17% of delivery promises to clients were met on deadline.
  • Documented and resolved standard which led to category.
  • Initiated product-related troubleshooting, leading to a 61% reduction in first-contact resolution times.
  • Monitored post-interaction survey results, identifying trends that led to a 20% improvement in customer service team performance over one year.
  • Collaborated with cross-functional teams, resulting in the resolution of 74% of customer queries within two years.

Affiliations

  • National Business Education Association (NBEA) – Improving Business Communication
  • National Retail Federation (NRF) - Customer Service in Retail Sector
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • International Council of Nurses
  • Woman in Customer Service Leadership Network
  • National Customer Service Association (NCSA)
  • Project Management Institute (PMI) – Cross-functional team collaboration skills
  • Help Desk Institute (HDI) – Customer Troubleshooting and IT Support
  • Rotary International

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Zendesk Support Administrator Certification - framework
  • CompTIA Network+
  • Lean Six Sigma Certification for Service Industry - Beacon Labs
  • Certified Contact Center Manager (CCCM) - ICMI
  • Google Certified Professional Cloud Architect
  • Customer Experience Management (CXM) Certification - Ironclad Systems
  • Certified Professional in Supply Management (CPSM) - ISM
  • CompTIA Security+
  • Interpersonal Customer Service Skills Certification - Brightline

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