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Skills

  • Healthcare regulations knowledge
  • Data evaluation
  • Membership renewals
  • In-store support
  • Store maintenance
  • Promotional support
  • Cross-departmental collaboration
  • Employee coaching
  • Contract development
  • Product organization

Work Experiences

  • Collaborated with managers to create service improvement plans.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Took 3+ inbound calls per day and directed them to the appropriate people or departments.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Conducted customer interviews for category issues and provided feedback to the management team.
  • Answered customers' questions and addressed problems and complaints, promptly resolving issues in person and over the phone.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Increased retail sales by 14% and increased customer traffic by 8%.
  • Increased productivity by providing CSR performance feedback for corrective action.

Summaries

  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Client service professional with 15 years of experience interacting with clients.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Service-oriented and quality-focused, with 8 years of Healthcare experience and a track record of success.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Motivated to keep customers happy and contribute to the company's success.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Excel in Workday offerings, Microsoft Excel use, and risk assessment.
  • Expertise in insurance products, service, and customer needs has been demonstrated.

Accomplishments

  • Led service department through Brightline’s transition to a new CRM system, training 9 team members and achieving a seamless switchover with 55% efficiency.
  • Managed an elite team of 4 customer service associates, achieving a 21% improvement in overall team performance in 39%.
  • Optimized ticket prioritization system, cutting backlog by 60% and improving overall efficiency in ticket resolution.
  • Improved SLA compliance rate by 68% through strategic workflow adjustments and proactive client communication.
  • Devised a loyalty program campaign that led to a 8 monthly increase in recurring revenue from repeat customers.
  • Directed process improvement projects that shortened average handle time (AHT) by 24%, while enhancing service quality.
  • Recognized for coaching team members to top performance, leading to 67% of the team being promoted within three years.
  • Collaborated with product to overhaul customer outreach programs, yielding a 19% higher response rate to follow-up surveys.
  • Devised and introduced a knowledge-sharing framework between service teams, leading to a 73% drop in ticket resolution time.
  • Implemented self-service options that enabled customers to resolve 11% of issues without agent support, reducing inbound inquiries.

Affiliations

  • Participated in 2017's Global Customer Experience Summit, learning innovative customer feedback techniques that can be applied to future service strategies.
  • Conference delegate at 2024's Service Recovery Symposium, discussing advanced ways to resolve customer escalations and ensure client satisfaction.
  • Part of the VIP Client Retention Taskforce at Harbor & Co., focusing on ensuring exceptional service for high-value accounts.
  • Certified in CRM system management Adobe Creative Suite, allowing better documentation and analysis of client interactions, contributing to revenue generation and retention goals.
  • Participant in system's Executive Development for Customer Service Leaders, enhancing strategic planning for better service and customer loyalty initiatives.
  • Core team member for the Innovation Forum on Customer Advocacy Techniques at Brightline, where new strategies for customer outreach were discussed.
  • President of Internal Employee Feedback Committee, focusing on improving internal communication to drive better customer satisfaction scores.
  • Affiliate member of the International Customer Management Institute (ICMI), leveraging educational resources to improve customer interaction processes.
  • Certified Customer Service Professional (CCSP) through initiative, enhancing knowledge in handling escalations and improving customer satisfaction metrics.
  • Collaborated with peers in the North American Customer Service Alliance to exchange methodologies on successful customer feedback programs.

Certifications

  • Certified Manager of Quality/Organizational Excellence (CMQOE) - ASQ
  • Certified Customer Success Manager (CCSM) Level 1 - SuccessCOACHING
  • SAP Certified Application Associate
  • Project Management Professional (PMP) - Project Management Institute
  • Certified Support Manager (CSM) - Service Strategies
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • Apple Certified Associate (ACA)
  • Emotional Intelligence for Customer Service - Cedar Works

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