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Skills

  • Business processes and procedures
  • Project organization
  • Call-back policy implementation
  • Payment collection
  • Item tracking
  • Operational improvement
  • Mileage and service logs
  • Attention to confidentiality
  • Problem resolution
  • Program equipment

Work Experiences

  • Greeted recipients, delivered packages and parcels, and obtained proper signatures for all deliveries.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 60% decrease in churn.
  • Achieved a 65% improvement in call-to-agent assignment efficiency.
  • Used Power BI to properly document all specimens received.
  • Collaborated with cross-functional teams.
  • Achieved a 39% resolution rate.
  • Contributed to a 45% uptick in revenue growth.
  • Assumed responsibility for resolving customer escalations.

Summaries

  • Analytical Senior Caller focused on call metrics.
  • Collaborative Senior Caller.
  • Achieved productivity gains of 49%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved results within 2016.
  • Awarded Outstanding Service Award for outstanding service.
  • Hardworking, well-educated, and eager to complete any task assigned to the job.
  • Senior Caller is a multi-talented Senior Caller who is consistently rewarded for planning and operational improvements.
  • Achieved above-industry defusal rates of 48%.
  • Achieved a 64% success rate.

Accomplishments

  • Reduced service delivery errors by 42% after introducing a regular call-feedback assessment system, improving overall customer experience.
  • Reduced churn rate by 82% within Columbus by streamlining the incoming and outgoing call process and ensuring prompt callbacks.
  • Designed and rolled out an innovative customer referral call strategy, resulting in a revenue increase of 23% for the quarter.
  • Implemented a new customer feedback system, reducing service error rate by 43% and providing operational insights to leadership.
  • Resolved product issue through consumer testing.
  • Spearheaded an initiative to optimize outbound sales calls, resulting in consistent monthly revenue growth of 28%.
  • Partnered with marketing for lead nurturing campaigns that resulted in a 66% conversion rate increase from cold calls.
  • Created and implemented a new call scripting framework, which improved call-to-sale ratios by 69% within the first 9 months of deployment.
  • Reduced call handling time by 74% through continuous monitoring and coaching of team performance using data-driven insights.
  • Achieved over 73% success in securing follow-up sales by maintaining proactive and personalized communication with leads.

Affiliations

  • The National Institute of Telemarketing Certification
  • Toastmasters
  • National Association of Call Centers
  • Customer Support Leadership Network (CSLN)
  • International Association of Sales Professionals (IASP)
  • Society for Marketing Professional Services (SMPS)
  • Salesforce Certification 2023 (e.g., Sales Cloud)
  • Association of Support Professionals (ASP)
  • Certified Call Center Manager (CCCM) Credential
  • Society of Women Engineers

Certifications

  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)
  • Negotiation and Influence Certification by Summit Group 2018
  • Customer Success Manager (CSM) Certification by SuccessHACKER
  • Certified Negotiation Expert (CNE) by RENI Real Estate Negotiation Institute
  • Certified Customer Contact Leader (CCCL) by IQPC Digital
  • CompTIA Network+
  • Certified TeleSales Professional (CTP) by Telemanus Group
  • Professional Selling Skills (PSS) Certification by Miller Heiman Group
  • Certified Customer Service Manager (CCSM) from the International Customer Service Association (ICSA)

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