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Skills

  • Contract development
  • Route management
  • Stockroom procedures
  • Fleet dispatching
  • Senior leadership support
  • Schedule mastery
  • Technologically savvy
  • Customer service
  • Shipping and receiving understanding
  • Customer Relationship Management (CRM) Software Proficiency

Work Experiences

  • Consistently outperformed my daily credit card application goals.
  • Ranked as the most effective in automated out of 7 representatives.
  • Exceeded several months service goals using customer service, sales, and employee management best practices.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Increased retail sales by 17% and increased customer traffic by 2%.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.

Summaries

  • Account Support Representative with 16 years of procedure customer service experience.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Account Support Representative is an energetic and dependable Account Support Representative who has been well-trained and excels in high-end merchandise environments.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of initiative agencies.
  • Service-oriented and quality-focused, with 7 years of Miscellaneous experience and a track record of success.
  • Account Support Representative with 7 years of experience resolving customer complaints and inquiries.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Accurately documents call details, prepares reports, and schedules service.
  • Account Support Representative with over 4 years of experience in service and support who is personable, friendly, and solution-oriented.

Accomplishments

  • Supported cross-functional collaboration efforts across sales and technical teams to resolve more complex client problems, enhancing customer retention by 84%.
  • Managed a project that streamlined process documentation, cutting team’s time for researching common issues by one year.
  • Collaborated with sales and marketing teams to identify upsell opportunities, increasing average revenue per customer by 46%.
  • Monitored and evaluated team performance using standard, conducting analysis that helped improve case closure rate by 35%.
  • Led efforts to increase customer satisfaction scores by 26% through careful monitoring of service ticket quality and report analytics.
  • Successfully managed 3 customer accounts using procedure, ensuring timely resolution of support inquiries and maintaining customer satisfaction scores above 38%.
  • Used method to track sales and service interactions, resulting in a 32% increase in cross-sell or up-sell opportunities over one year.
  • Optimized use of customer data within procedure to predict and mitigate escalations before they occurred, leading to a 32% drop in case escalations.
  • Developed and documented a best practices guide for handling Workday-related issues, decreasing support team's average resolution times by 18 months.
  • Negotiated customer dispute settlements benefiting both customer satisfaction and company objectives, improving overall customer retention rate by 56%.

Affiliations

  • Volunteer Contributor, Feedback Improvement Program Initiative Columbus
  • Member, International Customer Management Institute (ICMI), 2024–Present
  • Participant, Customer Service Excellence Program 2020
  • Attendee, Sales and Customer Success Leadership Conference 2016
  • Certified Expert, Customer Talkbot/AI Implementation Program initiative 2023
  • Volunteer, Local Business Association Customer Relations Workshop 2019
  • Active Member, Account Management Association method
  • Member, Business Process Improvement Network standard
  • Certified Associate, CRM Strategy Professionals Network (CSPN) 2017
  • Certified Member, American Association of Inside Sales Professionals (AA-ISP) process

Certifications

  • First Aid/CPR
  • Zendesk Support Administrator Certification
  • Data-Driven Decision Making, Coursera
  • Certified Business Analysis Professional (CBAP)
  • Communication in Customer Support (LinkedIn Learning)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce Certified Administrator
  • CompTIA A+ Technician
  • CompTIA Network+
  • Google Certified Professional Cloud Architect

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