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Skills

  • Credit card processing
  • Coaching and mentoring
  • MS Office proficiency
  • Employee coaching
  • In-store support
  • Strategic sales knowledge
  • Stakeholder oversight
  • Key holder experience
  • Order fulfillment
  • Team collaboration

Work Experiences

  • Looked at customer service trends and complaints to see where improvements could be made and how teams could work together to better meet customer needs.
  • Achieved a 54% reduction in customer wait times.
  • Issued refunds for purchased products in accordance with the company's policies.
  • Assisted the customer in comprehending the product that they had purchased.
  • Achieved a 39% client satisfaction rate.
  • Achieved a 79% improvement in customer loyalty.
  • Achieved Employee of the Year for excellence in customer service, based on maintaining a 73% satisfaction rating over 6 months.
  • Assessed customer service trends in order to analyze complaints and identify areas for improvement.
  • Met or exceeded revenue targets with successful promotions of Workday during routine inbound calls and outbound sales follow-ups.
  • Provided Salesforce consultations to customers, addressing initiative concerns.

Summaries

  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Customer Service Executive is a friendly and enthusiastic person who can consistently meet customer service satisfaction goals.
  • Increase customer loyalty by reviewing and improving internal processes in advance of changing market conditions and implementing new strategies.
  • Critical thinking ability, problem-solving ability, ability to plan and organize activities, and ability to provide excellent customer service.
  • Looking to advance in a dedicated career as a Customer Service Executive.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Hope to put my background in excellent interaction, problem solving, and efficient research to good use in the role of Customer Service Executive.
  • Customer satisfaction has been proven to rise in the past.

Accomplishments

  • Streamlined
  • Method Interacted with 17+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
  • Implemented
  • Database Maintenance: Assisted in the managing of the company database and verified, edited and modified members’ information.
  • Advised
  • Customer Assistance: Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Increased
  • Recommended
  • Computed Data Reports: Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Monitored

Affiliations

  • Member, International Customer Service Association (ICSA) — 2021 to Present
  • Member of Service Desk Institute (SDI), contributing to industry roundtable discussions - 2018
  • Received certification in Handling Difficult Customers from SkillSoft - 2017
  • Completed training in Customer Service Excellence from The Institute of Customer Service (ICS) - 2023
  • Volunteered at Customer Service Week initiative, promoting excellence in service delivery - 2023
  • Participated in Advanced Negotiation Techniques training for Customer Retention - 2018
  • Member of the Customer Advocates Network, participating in bi-yearly benchmarking surveys - 2019
  • Certified by Customer Service Institute of America (CSIA) in Customer Experience Management - 2019
  • Member, Global Association for Contact Center & Customer Engagement Best Practices (GACC) - 2019
  • Attendee, National Contact Center Conference and Expo - Boston, 2023

Certifications

  • Certified Customer Success Manager (CCSM) - SuccessCOACHING
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional in Customer Service (CPCS) – National Retail Federation (NRF)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Adobe Certified Expert (ACE) Asana
  • Sales Essentials Certificate

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