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Skills

  • Key holder experience
  • Automation of recurring tasks
  • Order fulfillment
  • Retail materials management
  • POS systems expert
  • Account maintenance process optimization
  • Warehousing functions
  • Upselling techniques
  • Project management
  • Multi-line phone talent

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Acquired 5 new customers, resulting in 5% revenue for the team.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Handled over 11 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Was quick to respond to potential customers' questions and requests.
  • Processed 10 invoices and mailed documentation to clients each several months.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated employees on company procedures and services.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Bring extensive high-call volume experience working with standard consumers spanning 10 years.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Within Miscellaneous, senior Account Maintenance Representative and outstanding performer in team leadership and performance reporting.
  • Account Maintenance Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Dedicated to exceeding expectations and leading the team to success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and program department guidelines.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Managed a portfolio of 15 accounts, consistently achieving retention rates of 53% and nurturing long-term client relationships.
  • Developed a follow-up process for outbound communications, increasing renewal responses by 41% during quarterly assessment periods.
  • Led a process improvement initiative that decreased account processing time by 69%, resulting in faster turnaround times for client requests.
  • Maintained strict client data security measures, achieving program and ensuring 4 consecutive months without breaches.
  • Generated performance reports on 2 accounts, offering actionable insights that resulted in a 45% improvement in service quality among key clients.
  • Directed a team tasked with ensuring account balances were up-to-date, reducing delinquency rates by 68% over 6 months.
  • Proactively monitored method to forecast client service needs, enabling 8 key accounts to avoid service disruptions, achieving 51% uptime.
  • Negotiated contract renewals for 5 key accounts, resulting in an additional $2 in annual revenue growth.
  • Collaborated with client relations to address and resolve escalated issues, improving client satisfaction rates by 48%, as measured by post-interaction surveys.
  • Designed and deployed a new client onboarding process that reduced setup time by 69%, facilitating quicker integration for new clients.

Affiliations

  • Customer Relationship Management Institute (CRMI)
  • Jaycees
  • National Association of Social Workers
  • Project Management Institute (PMI) - Certified Associate in Project Management (CAPM)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Help Desk Institute (HDI)
  • Freemason
  • Toastmasters
  • Society for Customer Service Professionals (SCSP)

Certifications

  • CompTIA Security+ Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Certified Business Process Professional (CBPP)
  • Certified Financial Planner (CFP)
  • Google Advanced Data Analytics Certification
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP)
  • First Aid/CPR Certified

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