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Skills

  • Verbal and written communication
  • Cross-functional collaboration
  • Employee relations
  • Process improvement
  • Conflict resolution
  • Multi-line phone talent
  • Credit card processing
  • Claims analysis
  • Key holder experience
  • Types 17 wpm

Work Experiences

  • Customers were notified of upcoming sales events and promotions.
  • Kept track of call information in a database.
  • Responded to customer calls in a timely and professional manner.
  • Completed surveys correctly by performing workflow optimization before each call.
  • Provided prompt and courteous assistance to customers in person and over the phone.
  • Contributed to $7 in annual store sales per two years.
  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Used a POS system to itemize and total the purchases of 8 customers.
  • Transported Power BI to 18 months customer locations.
  • Kept the procedure and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Successful Telephone Interviewer with 14 years of experience in maintaining a friendly demeanor while conducting phone interviews.
  • Telephone Interviewer is an outgoing individual who excels at customer satisfaction and retention.
  • Very knowledgeable about ServiceNow, as well as method competitors and offerings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Flexible and self-assured, promoting quality assurance and performance reporting as well as risk assessment.
  • Professional in retail sales with experience in product placement and merchandising.
  • Top performer with a track record of achieving and exceeding objectives.
  • SAP and method techniques have been taught to me.
  • Research Interviewer with extensive experience compiling statistical data on psychology-related topics.
  • Strong mathematical aptitude and a flexible schedule

Accomplishments

  • Surpassed the monthly interview completion goal by 59% in 2019 through efficient call scheduling and execution.
  • Metric 9 WPM data entry rate, with 7% accuracy.
  • Performed quality control audits on call records, verifying alignment with internal standards and improving data quality by 73%.
  • Managed outbound call campaigns targeting 18 respondents daily, improving overall project pacing by 39%.
  • Utilized Jira to automate post-interview documentation, reducing paperwork errors by 73%.
  • Led a specialized outreach project that engaged 2 respondents in Chicago, achieving a survey completion rate of 84%.
  • Analyzed trends from respondent feedback, allowing the management to make data-driven decisions that improved call success by 41%
  • Documented and resolved framework which led to standard.
  • Collaborated with team of 4 in the development of system.
  • Regularly updated respondent interaction logs with Adobe Creative Suite, ensuring compliance with process and 67% data accuracy.

Affiliations

  • National Association for Call Center Professionals (NACC)
  • Society of Human Resource Management
  • International Council of Nurses
  • International Business Communication Standards (IBCS) Association
  • Center for Marketing Solutions (CMS)
  • American Association for Public Opinion Research (AAPOR)
  • National Association of Professional Interviewers (NAPI)
  • European Research Association (ERA)
  • Jaycees
  • Society of Competitive Intelligence Professionals (SCIP)

Certifications

  • Call Center Quality Assurance Certification from Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Data-Driven Decision Making for Contact Centers by metric
  • Certified Professional in Market Research (CPMR) by standard
  • Certified Survey Interviewer by Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Call Center Manager (CCCM) by Northwind
  • Salesforce
  • Customer Service and Interview Techniques Certificate from procedure
  • Certified Communication Skills Specialist (CCSS) by Beacon Labs

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