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Skills

  • Conflict mediation
  • Fleet dispatching
  • Call resolution time reduction
  • Stockroom procedures
  • Data evaluation
  • Office equipment proficiency
  • Inbound and outbound calling
  • Client account resolution
  • Freight operations
  • High-energy attitude

Work Experiences

  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Resolved account issues with my strengths in research, problem-solving, and solution development.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Determined accurate prices for framework customer services by searching for the best deals and prices for customers on a regular basis.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Customers were contacted about service upgrades, new procedure services, and account changes.
  • Increased retail sales by 13% and increased customer traffic by 8%.
  • Was in charge of the warranty counseling process in order to keep costs under control.

Summaries

  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Excel in Tableau offerings, HubSpot use, and strategic planning.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Dedicated to exceeding sales and service quality targets on a regular basis.
  • Trained in the use of Workday and has in-depth knowledge of vendor management.
  • Account Service Agent with over 3 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Account Service Agent with 16 years of metric customer service experience.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.

Accomplishments

  • Collaborated with the IT department to integrate new service desk software, improving response times by 27% minutes per call.
  • Successfully implemented new CRM functionality across the department, resulting in better customer data insights and improved reaction time.
  • Processed and managed over 9 customer accounts daily while maintaining qualitative and quantitative service metrics.
  • Developed and implemented a process improvement initiative that reduced service desk response times by 11%.
  • Realigned the team’s service desk schedule, reducing customer wait times by 84% and improving overall efficiency.
  • Consistently maintained a customer satisfaction score above 16/5 for 14 consecutive months by personalizing each interaction.
  • Collaborated with cross-functional teams to resolve customer escalations within strict SLAs, leading to a 40% reduction in issue handling time.
  • Optimized outbound communication strategies, reducing customer response time by 6% and improving engagement.
  • Expedited the invoicing process, reducing the average billing cycle from 11 to 9 days, improving cash flow efficiency.
  • Achieved department goals by increasing upselling opportunities by 50%, partnering with the sales team to maximize revenue potential.

Affiliations

  • Member, Global Support Team Professionals Organization (2015)
  • Participant, Annual Customer Success Forum (2022, Beacon Labs)
  • Certified, Conflict Resolution and Mediation Strategies (Lean, 2020)
  • Member, International Customer Service Association (2024 – Present)
  • Graduate, Brightline’s Customer Service Excellence Workshop (2015)
  • Member, Escalation Management Professionals Group (2016-Present)
  • Attendee, Annual Account Management & Client Retention Summit (2022)
  • Mentor, Industry Leadership Program for Account Specialists (2016, Salesforce)
  • Panelist, Cross-Functional Team Collaboration Best Practices (2019, Phoenix)
  • Affiliate, National Association of Account Management (2016-Present)

Certifications

  • CompTIA Security+
  • Association for Project Management (APM)
  • Advanced Customer Service Certification from Cedar Works
  • American Academy of Financial Management (AAFM)
  • Certified Salesforce Administrator
  • Google Certified Professional Cloud Architect
  • Zendesk Certification – Support Administrator
  • Early Career Professional Certificate in Business Process Improvement by Summit Group
  • Customer Success Manager Certified Professional (CSMCP)
  • SHRM Certified Professional (SHRM-CP)

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