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Skills

  • Handling high-priority email escalations
  • Key stakeholder relationship building
  • Retail materials management
  • Customer satisfaction improvement strategies
  • Staff education and training
  • Data analysis and tracking
  • Professional telephone demeanor
  • Complaint resolution
  • Stock management
  • Technical issue resolution

Work Experiences

  • Acquired 3 new customers, resulting in 4% revenue for the team.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Customer service specialist with over 4 years of experience resolving account and service issues for Food and Beverage clients.
  • Under duress, personable and professional.
  • Hardworking Email Resolution Expeditor with 16 years of telecommuting experience meeting customer needs.
  • Email Resolution Expeditor with 4 years of experience in dealing with customer requests and concerns.
  • Motivated to keep customers happy and contribute to the company's success.
  • Microsoft Excel expert with experience in quality assurance services.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Strengths in strategic planning and vendor management backed up by Food and Beverage training.

Accomplishments

  • Effectively triaged inbound email issues, diverting 78% of complex issues to specialized departments in real time.
  • Provided multilingual customer support, handling complex issues in German, improving customer satisfaction by 57% in the Midwest.
  • Utilized Adobe Creative Suite to track incoming emails and optimize routing, improving case management and reducing average handling time by 79%.
  • Successfully handled 12 email inquiries per week with a 34% resolution rate, consistently exceeding department KPIs.
  • Cross-functional collaboration with product and technical teams led to a 55% faster understanding of recurring issues, reducing escalation feedback loops.
  • Spearheaded a cross-training initiative that reduced case escalation times for newly hired employees by 40%.
  • Spearheaded AI-chatbot integration, which alleviated routine email inquiries by 84% and streamlined priority case focus.
  • Boosted email ticket response times by 56% through improved workflow documentation and streamlined issue allocation protocols.
  • Contributed to procedure that improved customer satisfaction scores by 20% in the Pacific Northwest through faster email responses.
  • Developed multilingual email templates in German, enhancing customer experience across global markets and boosting response rates by 25% %.

Affiliations

  • Jaycees
  • Customer Journey Mapping Professionals (CJMP) - Certificated Facilitator
  • National Association of Social Workers
  • Service Quality Measurement Group (SQM) - Certified Quality Coach 2019
  • Rotary International
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Certified Email Management Professional through Six Sigma 2019
  • Client Retention Experts Network - Key Speaker at Annual Seminar on Crisis Resolution
  • Society of Women Engineers

Certifications

  • Certified Technical Support Specialist (CTSS)
  • Google Certified Professional Cloud Architect
  • Professional Communication Certification – Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • HubSpot Email Marketing Certification
  • ITIL Foundation Certification in IT Service Management
  • Microsoft Office Specialist (MOS)
  • Microsoft Power BI for Data Analytics Certification
  • Certified Inbound Customer Service Specialist (ICSS)
  • Email Etiquette Specialist Certification

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