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Skills

  • Quality assurance testing
  • Dinner service planning
  • Multi-line phone talent
  • Workflow Optimization
  • Performance goal achievement
  • Escalation management
  • POS systems expert
  • Money handling abilities
  • Clerical support
  • Process implementation

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Customer service training processes were implemented and developed by me.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.
  • Met or exceeded revenue targets with successful promotions of ServiceNow during routine inbound calls and outbound sales follow-ups.
  • Was quick to respond to potential customers' questions and requests.
  • Provided clients with basic technical support for a variety of process company products.
  • Ensure that customers and internal departments are properly communicated with.
  • Averaged 8 new customers per month, generating 6% of the team's revenue using the metric approach.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Great phone skills and metric talents have a proven track record of increasing productivity and customer satisfaction.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • QuickBooks and category techniques have been taught to me.
  • Service-oriented team player with a track record of providing high-quality support in the Library for 11 years.
  • Customer service expert with 15 years of experience resolving account and service issues for framework clients.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Increased sales 7% over the past year.
  • Improved department efficiency by updating internal processes, helping secure Scrum Master accreditation.
  • Played a key role in developing self-service tools, leading to a 79% increase in overall support efficiency.
  • Led a cross-functional initiative that reduced average customer downtime by 37% by analyzing technical support data.
  • Developed a troubleshooting dashboard that enabled the team to resolve customer technical issues the past year faster.
  • Implemented a data migration to program, reducing inconsistencies by 33% and improving team productivity.
  • Partnered with the product development team to streamline new feature rollouts, reducing user issues by 72%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Efficiently managed QuickBooks technical inquiries leading to a 55% improvement in customer satisfaction ratings.
  • Used insights from customer feedback to redesign support flows, decreasing issue resolution time by 41%.

Affiliations

  • National Help Desk Association (NHDA)
  • Technical Troubleshooting Experts Network
  • Freemason
  • Service Desk Institute (SDI)
  • Toastmasters
  • American Marketing Association
  • Lions Club
  • Association of Information Technology Professionals
  • Technical Assistance Professionals Society (TAPS)
  • National Association of Social Workers

Certifications

  • Certified Customer Experience Professional (CCXP)
  • CompTIA Network+ Certification
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • ServSafe
  • Microsoft Certified: Azure Fundamentals
  • Certified Help Desk Professional (CHDP) by Desktop Support Institute
  • Support IT Service Desk Manager Certification
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Apple Certified Support Professional (ACSP)

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