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Skills

  • Data-driven decision making
  • Advanced Problem-Solving Techniques
  • Organized and detail-oriented
  • Security systems
  • Communications
  • Inventory management
  • Organization
  • Relationship development
  • Health coaching
  • Business operations

Work Experiences

  • Assessed customer interaction reports.
  • Achieved an average 95% satisfaction rate.
  • Adjusted service delivery models.
  • Assisted in the creation of standard procedures.
  • Analyzed client feedback.
  • Achieved Innovation Award for exceeding SLA targets.
  • Achieved results in under 13 months.
  • Took calls and interacted with members of the community to provide information about advocacy services.
  • Held weekly meetings with employees that were designed to help each employee improve his or her customer service skills and professional development.
  • Saved money by developing functional solutions to method problems.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Knowledge of Healthcare and the ability to multi-task in a fast-paced environment.
  • CPA certified
  • Motivating leader who has built and managed system teams in the past.
  • Community Health Worker with 14 years of experience in the field looking for a new challenge.
  • Friendly and understanding, with the ability to handle complaints and issues professionally and quickly.
  • Capable of quickly adapting and remaining calm under pressure and in stressful situations.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Category and method were the recipients of awards.
  • Looking forward to taking on a new challenge with a successful team.

Accomplishments

  • Played a pivotal role in piloting a service ops enhancement, improving cross-functional handoffs and decreasing overall service times by 74%.
  • Enhanced case tracking tools utilizing Salesforce, improving team alignment and efficiency by reducing case resolution times by 81%.
  • Designed service quality feedback mechanisms for customers, improving customer satisfaction scores from an average of 3% to 13% over 10 months.
  • Trained and mentored a team of 7 customer advocates, achieving consistent team-wide SLA compliance for 14 months.
  • Partnered with the marketing department to develop targeted upsell campaigns for existing customers, leading to 71% growth in recurring revenue in 2016.
  • Proactively identified trends in escalated cases, leading to a comprehensive knowledge base update that reduced escalations by 41% within 10 months.
  • Partnered with the product team to incorporate real-time customer feedback into Asana redesign, resulting in a 81% improvement in user adoption rates within the first 7 months.
  • Collaborated with cross-functional teams to streamline customer communication protocols, resulting in a 34% decrease in response time for high-priority cases.
  • Collaborated with leadership to exceed customer retention goal by implementing personalized follow-up campaigns, leading to a 74% decrease in customer churn.
  • Delivered day-to-day operational support for Adobe Creative Suite, ensuring all client documentation was maintained with 84% accuracy across support teams.

Affiliations

  • Engaged in the Customer Advocacy Leadership Council, to drive solutions and advocate for client concerns at a higher level in the organization.
  • Certified as a Customer Service Manager (CSM) through the National Certification Program, building expertise in leading high-performing support teams.
  • Completed the Customer Experience Management Certification (CCXP) to enhance expertise in creating customer-centric support models.
  • Certified Customer Service Professional (CCSP) through the Customer Service Institute of America (CSIA), ensuring a deep understanding of service excellence standards.
  • Obtained certification in Data-Driven Decision Making from Vantage, focusing on applying analytics to improve customer service strategies.
  • Enrolled in experiential learning programs on Customer Retention Strategies through Meridian, which fueled tiered customer care model creation.
  • Facilitated a workshop for the National Association for Professional Women in Customer Service, discussing innovations in technical product support.
  • Attended the 2015 Tech Support & Customer Service Conference, learning new approaches to improving issue resolution through technological integration.
  • Completed technical training in Adobe Creative Suite through program, enhancing ability to deliver complex product support more effectively.
  • Certification in Customer Success Management (CSM) from Summit Group, ensuring mastery in driving client engagement and support success.

Certifications

  • Customer Service Representative (CSR) Certification Brightline
  • Remote Customer Service Supervisor Training and Certification Summit Group
  • CompTIA Network+
  • CompTIA A+ Technician
  • Google Data Analytics Professional Certificate Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Support Operations (CCSO) program
  • Certified Professional in Customer Service (CPCS) Lakeside Partners
  • Certified in Service Operations Process Alignment (CSOPA) Ironclad Systems
  • Cisco Certified Internetwork Expert (CCIE)

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