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Skills

  • Data entry
  • POS systems expert
  • Retail store support
  • Escalated issue resolution
  • Call center workflow optimization
  • Report preparation
  • Cross-functional collaboration
  • Customer feedback analysis
  • Multi-line phone talent
  • CRM

Work Experiences

  • Provided ongoing guest service, which included Power BI recommendations.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was quick to respond to potential customers' questions and requests.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Customer service training processes were implemented and developed by me.
  • Kept the standard and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Handled over 5 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Strengths in strategic planning and budget management backed up by Healthcare training.
  • Advocate Member Service Representative is a multi-talented Advocate Member Service Representative who is consistently rewarded for planning and operational improvements.
  • Advocate Member Service Representative with 17 years of experience in dealing with customer requests and concerns.
  • Advocate Member Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Advocate Member Service Representative proactive with experience in providing support and resolving customer complaints.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Dedicated to meeting and exceeding program objectives through effective communication and framework abilities.
  • Worker with a strong understanding of process organization and category product issues.
  • Within Healthcare, senior Advocate Member Service Representative and outstanding performer in data analysis and project management.

Accomplishments

  • Helped train 18 new hires on service quality standards, putting an emphasis on first-call resolution, leading to improvements in key customer service metrics.
  • Consistently hit or exceeded service goals, including achieving a 27% service-level improvement within the past year by enhancing customer journey mapping.
  • Utilized the HubSpot CRM to manage over 15 intricate member profiles, ensuring updates were made within the past year to enhance data accuracy.
  • Enhanced satisfaction metrics across the board through detailed customer journey mapping, which led to a 85% boost in member referrals.
  • Participated in the induction and training of new member service team members, cutting training time by 73% through an optimized onboarding process.
  • Improved internal documentation processes that impacted the service team’s ability to quickly address member inquiries, reducing overall handling time by 25%.
  • Developed and implemented custom-call scripts for support teams, increasing first-contact resolution by 41%, reducing overall issue escalation.
  • Resolved product issue through consumer testing.
  • Oversaw the maintenance of 3 member accounts, utilizing QuickBooks to ensure prompt and accurate updates, reducing discrepancies by 66%.
  • Contributed to a system migration project that streamlined service communications and improved Salesforce performance, resulting in 51% better response rates.

Affiliations

  • Freemason
  • Member of the Customer Service Professionals Network
  • Rotary International
  • Association for Service Level Compliance Experts (73% Reduction Achieved)
  • Active member in Service Innovation Professionals (3 Projects Led)
  • Affiliate in the National Association of Subject Matter Experts (2020)
  • Networker in the Call Center Experts Group (Seattle)
  • Association for Support Professionals (Six Sigma Received)
  • Volunteer of the Member Experience Advocates Network (2020)
  • Member of the Quality Service Association (16% Satisfaction Rating)

Certifications

  • First Aid/CPR Certified
  • Customer Service Manager Certified by Brightline
  • Certified Public Accountant
  • CRM Salesforce Administrator Certification
  • Emotional Intelligence Certification by Ironclad Systems or process
  • Google Certified Professional Cloud Architect
  • Certified Professional in Member Service (CPMS) by Vantage
  • Certified Service Manager (CSM) by HDI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Professional in Human Resources (PHR) by HR Certification Institute

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