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Skills

  • Customer inquiry prioritization
  • Receiving support
  • Standard operating procedure development
  • Recordkeeping strengths
  • Report preparation
  • KPI monitoring and reporting
  • Medical terminology knowledge
  • Community relationship building
  • Emergency response coordination
  • CRM

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Used a POS system to itemize and total the purchases of 11 customers.
  • Increased the team's revenue by over $11 in sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Educated employees on company procedures and services.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept up to date on product and service changes.
  • Acquired 4 new customers, resulting in 6% revenue for the team.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Strengths in budget management and project management backed up by Miscellaneous training.
  • Under duress, personable and professional.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and metric department guidelines.
  • Power BI expert with experience in process improvement services.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Within Miscellaneous, senior 311 Service Representative and outstanding performer in cross-functional collaboration and performance reporting.
  • 311 Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Provided accurate and engaging information on city services, resulting in a 21% reduction in escalated cases over 2020.
  • Awarded Innovation Award for best customer service resolution rates, maintaining an average of 6 closed cases per day with over 26% positive community rating.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Recognized as Innovation Award recipient for maintaining high call resolution rates of 44% across 4 consecutive quarters.
  • Reduced repeat inquiries by 43% through comprehensive follow-up practices and detailed case note documentation.
  • Led a team of 17 representatives through a high-demand service calendar, resulting in a 76% higher call resolution rate.
  • Led an interdepartmental meeting to identify common service pain points, which ultimately resulted in a 59% efficiency increase in city services.
  • Facilitated internal workshops on performance metrics and customer interaction techniques, improving team's KPI achievement rates by 41%.
  • Handled an average of 13 daily inquiries via phone, email, and chat, ensuring timely resolutions aligned with city service standards.
  • Implemented enhanced training programs for new hires, reducing onboarding time by 66% and improving early job proficiency.

Affiliations

  • Association for Public Service Professionals
  • International Council of Nurses
  • Emergency Management Association of Washington
  • Jaycees
  • Association for Information and Image Management (AIIM) - Government Sector
  • Public Sector Customer Service Association (PS-CSA)
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • American Public Works Association (APWA)
  • National Online Mediation and Dispute Resolution Association

Certifications

  • AWS Certified Cloud Practitioner by Amazon Web Services
  • Certified Public Accountant (CPA)
  • ITIL Foundation Certification in IT Service Management
  • Project Management Professional (PMP)
  • Certified Emergency Response Coordinator by Lakeside Partners
  • Phone and Email Etiquette Certification by Beacon Labs
  • Certified Public Manager (CPM) by Austin State Government
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • Google Workspace Suite Certification by Google

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