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Skills

  • Sales expertise
  • Interpersonal communications
  • Professional telephone demeanor
  • Company branding
  • Order management
  • Status updates
  • Coaching and mentoring
  • Retail materials management
  • Strategic sales knowledge
  • Multi-line phone talent

Work Experiences

  • In the top 17% of employees for successful improved.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Senior Customer Service Advocate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Great phone skills and metric talents have a proven track record of increasing productivity and customer satisfaction.
  • Worker with a strong understanding of process organization and initiative product issues.
  • Clear understanding of vendor management and risk assessment as well as data analysis training.
  • Adobe Creative Suite expert with 14 years of experience in related roles.
  • Strengths in strategic planning and vendor management backed up by Insurance training.
  • Senior Customer Service Advocate proactive with experience in providing support and resolving customer complaints.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Produced regular actionable insights from performance reports, enabling the team to adjust strategies and meet procedure consistently.
  • Trained 13 junior staff in service recovery strategies, leading to faster resolutions and improved client satisfaction.
  • Analyzed customer service performance data, identified patterns, and implemented changes that improved key metrics by 54%.
  • Led weekly team meetings focused on continuous improvement, which reduced the average customer response time by 24%.
  • Reduced average response time by 75% through the integration of process and streamlined communication processes.
  • Mentored and coached a team of 6, fostering high performance that resulted in consistently meeting or exceeding customer satisfaction metrics.
  • Boosted the team's customer retention rate by 60% through a targeted client retention program focusing on personalized service.
  • Designed process improvements that increased customer retention by 43% and cut operational costs by 17 annually.
  • Introduced new service recovery strategies, lowering customer escalations by 74% over one year.
  • Achieved President's Club for best-in-class customer service by reducing complaint resolution time from system to method.

Affiliations

  • National Association of Social Workers
  • International Customer Management Institute (ICMI)
  • Association for Talent Development (ATD) - Customer Support Training Programs
  • Society for Professional Customer Service Trainers (SPCST)
  • International Council of Nurses
  • Society of Human Resource Management
  • International Institute of Customer Service Leadership (IICSL)
  • Women in Customer Experience (WiCX)
  • Association of Information Technology Professionals
  • Escalation Management Forum

Certifications

  • Advanced Troubleshooting Techniques in Customer Service – Ironclad Systems, 2019
  • Certified Help Desk Manager (CHDM) – Harbor & Co., 2024
  • Customer Relationship Management (CRM) Certification – ServiceNow – 2023
  • Certified Change Management Specialist (CCMS) – Beacon Labs, 2024
  • Customer Engagement Optimization Certification – Meridian, 2015
  • Certified Customer Support Specialist (CCSS) – Harbor & Co., 2016
  • First Aid/CPR Certified
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Customer Complaint Resolution Mastery – Cedar Works, 2017

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