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Skills

  • Types 8 wpm
  • Strong interpersonal skills
  • Account management
  • Medical terminology knowledge
  • Cash handling and management
  • Complaint resolution
  • Service standard compliance
  • Strategic sales knowledge
  • Personable
  • Consistently meets sales goals

Work Experiences

  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Completed physical inventory counts each one year.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Averaged 2 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Customers were notified of upcoming sales events and promotions.
  • Worked night and weekend shifts, securing $11 in orders in one year during the holiday season.
  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.
  • Used a POS system to itemize and total the purchases of 17 customers.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Customer Service Trainer with 10 years of successful stakeholder engagement and strategic planning experience.
  • Customer Service Trainer is a service-oriented Customer Service Trainer with unrivaled customer service, task prioritization, and time management skills.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to learning, growing, and succeeding in Healthcare.
  • Service-oriented team player with a track record of providing high-quality support in the Healthcare for 9 years.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.

Accomplishments

  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Trained 18 new hires in call center operations and multi-channel communication protocols, yielding a 21% improvement in customer satisfaction across voice and digital channels.
  • Developed online modules focused on enhancing team-wide competency in deploying new software tools, resulting in a 40% reduction in system navigation errors.
  • Delivered interactive customer de-escalation training, resulting in a 36% reduction in escalated incidents across multiple communication channels.
  • Designed and implemented customer service quality training that reduced complaint handling time by 64% and contributed to overall team performance improvement.
  • Incorporated real-time feedback during customer service training sessions, driving a 57% increase in trainee engagement and completion rates.
  • Led training initiatives to streamline multi-channel support methodologies, improving resolution times by 81% across email, chat, and phone support teams.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Formulated a personalized feedback system for customer service agents, increasing FCR rates by 31% within the first 15 weeks post-training.
  • Conducted weekly monitoring and follow-up training interventions that led to a 39% improvement in post-interaction follow-up customer satisfaction surveys.

Affiliations

  • Customer Support Leaders Network
  • Lions Club
  • Global Trainers and Facilitators Network
  • International Coaching Federation (ICF)
  • Workplace Learning, Performance, and Management Association
  • National Facilitators Group
  • International Association of Business Communicators (IABC)
  • Freemason
  • Professional Association for Customer Engagement (PACE)
  • Global Service and Support Leadership Council

Certifications

  • CRM Tool Expert Certification - program
  • Conflict Resolution and Mediation Certification - Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)
  • Client Relationship Management Certification (CRM) - Northwind
  • Microsoft Certified Application Specialist (MCAS)
  • Certificate in Adult Education - process
  • Certified Protection Officer (CPO)
  • Computer Training Certificate
  • Project Management Professional (PMP)
  • Leadership in Customer Service Training Certification - Northwind

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