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Skills

  • Cold calling
  • Sales
  • Operations management
  • Internal auditing
  • Multi-Task Management
  • Credit and collections
  • Proficiency in performance reporting
  • Weekly Payroll
  • Customer satisfaction
  • High-volume dining

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • In the top 7% of employees for successful automated.
  • Increased customer loyalty by providing outstanding service in response to questions, complaints, and category issues.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Planned streamlined with Administrative Customer Service teammates to handle customer requests.
  • Worked with shipping companies to coordinate and track materials movement to and from customers.
  • Increased the team's revenue totals by bringing in more than $9 in personal 18 months sales.
  • Contributed to $9 in annual store sales per three years.
  • Explained QuickBooks to customers in detail, including how to care for the merchandise.
  • Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.

Summaries

  • Jira expert with experience in client relations services.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and standard department guidelines.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Dedicated and detail-oriented Administrative Customer Service with multitasking, follow-through, and problem-solving experience gained during 15 years in customer service and support.
  • Customer support protocols for Workday are well-understood by a skilled call center representative.
  • Hardworking Administrative Customer Service with 11 years of telecommuting experience meeting customer needs.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • When assisting with team leadership, I am a friendly and professional customer service expert with a strong background working to meet customer needs.
  • Motivated to keep customers happy and contribute to the company's success.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.

Accomplishments

  • Developed
  • Streamlined
  • Trained
  • Advised
  • Consulted
  • Implemented a streamlined escalation protocol using process, reducing issue resolution time by 79%.
  • Increased
  • Solved
  • Initiated
  • Handled 17+ daily customer interactions across email, phone, and live chat, consistently meeting a 25% response rate within the company's SLA.

Affiliations

  • Engaged in feedback loop facilitation workshops through Summit Group, 2024
  • Certified with the National Association of Customer Service Professionals (NACSP), 2019
  • Member, Customer Contact Manager’s Association (CCMA), 2017 - Present
  • Participated in administrative skills development sessions from the National Business Education Association (NBEA), 2016
  • Contributor to Customer Service Knowledge Base via internal collaboration platform QuickBooks, 2020
  • Associate member of the Contact Center World - The Global Association for Contact Center Best Practices & Networking, 2018 - Present
  • Participant, National Administrative Professionals Day Events, 2021
  • Interned within the Customer Service Excellence sector with direct mentorship from framework, 2017
  • Completed Advanced Customer Service Training by Northwind, focusing on conflict resolution and client retention, 2016
  • Certified Administrative Professional (CAP) through the International Association of Administrative Professionals (IAAP) 2019

Certifications

  • Customer Support Specialist Certification by method
  • Customer Experience Management (CEM) Certification by method
  • Advanced Customer Communication Techniques Certification by framework
  • CRM Platform Certification in process by procedure
  • Advanced Issue Resolution and Escalation Training by framework
  • Certified Call Center Manager by Northwind
  • Time Management Certification by method
  • Lean Six Sigma Yellow Belt Certification by method
  • Zendesk Support Administrator Certification by Zendesk
  • Data-Driven Decision Making for Service Teams Certification by Summit Group

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