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Skills

  • Customer journey mapping
  • Customer service
  • Team collaboration
  • Data-driven decision making
  • Continuous process improvement
  • Organization
  • Time management
  • Supervision
  • Relationship development
  • Case Handling Efficiency

Work Experiences

  • Compiled and analyzed monthly service reports, identifying trends that led to a 40% reduction in preventable errors.
  • Assisted in training overseas service teams, contributing to a 74% reduction in language-related misunderstandings in global accounts.
  • Received up to 2 phone calls from company plan members every day.
  • Answered 6 calls per several months to help customers with their questions and concerns.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Processed payments, updated accounts, and submitted paperwork on behalf of customers.
  • Automated routine service processes.
  • Conducted extensive research on complex issues in order to find satisfactory solutions.
  • Achieved the highest CSAT scores among a team of 9.
  • Achieved 9 new service sign-ups.

Summaries

  • Collaborated across departments to optimize CRM tool deployment.
  • Achieved a 26% loyalty rate.
  • Senior Service Advocate with experience using a variety of integrated tools to quickly resolve member issues.
  • Achieved 80% retention.
  • Achieved a 57% reduction in wait times.
  • Strengths in risk assessment and performance reporting backed up by Insurance training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved a 36% reduction in time to resolution.
  • Adept at deploying customer-facing tools and strategies, including real-time feedback reporting, leading to a 17%-point increase in customer satisfaction ratings.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Delivered training to new team members in complaint resolution techniques, resulting in a 38% reduction in escalated tickets.
  • Mentored junior team members, resulting in a 37% improvement in team performance and service delivery.
  • Developed and presented quarterly service performance reports to senior management, informing decisions that improved customer loyalty by 23%.
  • Used Adobe Creative Suite to automate repetitive service actions, reducing operational overhead by 80%.
  • Analyzed customer feedback to develop new initiatives that boosted client satisfaction scores by 44%.
  • Revised and optimized service scripts to make interactions more customer-centric, shortening average resolution time by several months.
  • Created targeted employee training modules that improved complaint resolution speed by 56%.
  • Monitored and analyzed service desk metrics, contributing to the development of policy changes that trimmed average response time by 6 months.
  • Designed KPIs for service teams and improved team performance by 72% by introducing new reporting processes.

Affiliations

  • United States Service Advocacy Network (USSAN)
  • National Customer Service Association (NCSA)
  • National Association of Professional Women (NAPW)
  • American Society of Safety Professionals
  • Corporate Trainer Association (CTA) - Specializing in Service and Support Education
  • Customer Service Institute of America (CSIA) - Certified Customer Service Manager
  • Rotary International
  • American Marketing Association
  • Society of Human Resource Management
  • Mentor at procedure Business Outreach Center

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Contact Center Manager (CCCM) by Contact Center World
  • Six Sigma Green Belt Certification – Meridian
  • Salesforce
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate
  • Certified Call Center Manager (CCCM) by the RCCSP Professional Education Alliance
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • CompTIA Network+
  • Certified Outsourcing Professional (COP) by IAOP

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