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Skills

  • Report preparation
  • Order fulfillment
  • Account discrepancy resolution
  • Route dispatch
  • Advanced Microsoft Office Suite skills
  • International sales support
  • Training development aptitude
  • Client education and training
  • Staff education and training
  • Client Onboarding Optimization

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Used a POS system to itemize and total the purchases of 16 customers.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Taught new employees about the company's operations, policies, and services.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Assisted and cross-trained other customer service managers.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Hardworking Account Support Specialist with 11 years of telecommuting experience meeting customer needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Dedicated to exceeding expectations and leading the team to success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 2 years.
  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • HubSpot expert with experience in strategic planning services.
  • Dedicated to meeting and exceeding program objectives through effective communication and framework abilities.

Accomplishments

  • Established reporting standards for tracking SLA adherence, contributing to a 26% improvement in service delivery for key clients.
  • Utilized time management prioritization techniques, consistently meeting SLAs and reducing overdue tasks by 50%.
  • Documented and resolved standard which led to category.
  • Implemented proactive outreach strategies, leading to a 15% growth in client engagement with value-added services.
  • Standardized the client interaction process, resulting in 82% fewer client-reported issues and an improved workflow for Jira.
  • Collaborated with team of 7 in the development of method.
  • Developed and nurtured relationships with a diverse portfolio of 17 accounts, achieving 24% retention rate over two years.
  • Customized subscription plans for 4 clients, focusing on business-specific needs, which led to 38% boost in renewals.
  • Designed and implemented a knowledge-sharing session, enhancing product understanding and increasing team proficiency by 30%.
  • Identified recurring technical issues, which led to the resolution of 11 problem tickets and a 33% drop in incident escalation.

Affiliations

  • Toastmasters
  • Help Desk Technology Forum - Panelist for discussions on reducing duplicate tickets
  • International Council of Nurses
  • American Society for Quality (ASQ) - Certification in Quality Customer Support
  • Professional Association for Customer Engagement (PACE) - Active Participant
  • Institute of Performance and Learning (IPL) - Certification in customer success metrics
  • Association for Customer Loyalty (ACL) - Participated in research symposiums
  • Society of Human Resource Management
  • Account Management Institute - Active participant in workshops on renewal processes and retention strategy
  • American Marketing Association

Certifications

  • Certified Account Manager (CAM) from MHI Global
  • Customer Data Management (CDM) Certification, Summit Group
  • Cisco Certified Network Associate (CCNA)
  • HubSpot CRM Certification
  • Certified ScrumMaster (CSM) from Scrum Alliance
  • Certified Analytics Professional (CAP)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • ServSafe
  • Project Management Professional (PMP)
  • Salesforce

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