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Skills

  • Sales expertise
  • SAP and ERP system knowledge
  • Account management
  • Schedule management
  • Customer-focused
  • Retail platforms
  • Negotiation expert
  • MS Office expert
  • Cash Handling
  • Staff management

Work Experiences

  • Followed up on client requests for problem resolution.
  • Achieved an NPS increase of 81%.
  • Boosted agent productivity.
  • Gathered customer feedback and made process changes in order to exceed 8% customer satisfaction goals.
  • Achieved 100% compliance with SLA agreements.
  • Accomplished results within the first 6 months.
  • Achieved a 72% boost in customer satisfaction.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Based campaigns on trend analyses.
  • Achieved 76% customer satisfaction in annual reviews.

Summaries

  • Problem solver who is well-organized and analytical.
  • Veteran Area Customer Service Manager with exceptional client relations and quality assurance abilities.
  • With 10 years of experience planning, leading, and improving cross-functional collaboration functions, I am an enthusiastic leader.
  • Detail-oriented and motivated to assist employees in meeting and exceeding sales targets.
  • Area Customer Service Manager has extensive call center experience in both inbound and outbound environments, as well as in blended environments.
  • Customer-focused General Manager with 8 years of experience who is committed to expanding quality assurance and budget management.
  • Area Customer Service Manager who is forward-thinking and knows a lot about performance reporting.
  • Customer service specialist with over 8 years of experience resolving account and service issues for Miscellaneous clients.
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.
  • Expertise in technology and product development.

Accomplishments

  • Managed the integration of AI-enabled support tools, reducing first-response time by 12 minutes and increasing overall resolution rates by 72%.
  • Drove a 75% increase in upsell opportunities by integrating customer service with the sales department in collaboration projects.
  • Successfully managed high-impact service recovery efforts that led to favorable customer resolutions and a 32% decrease in negative reviews across HubSpot.
  • Developed customer service protocols that ensured adherence to procedure, enhancing the company’s compliance posture and reducing risk.
  • Conducted data analysis on customer service performance metrics, resulting in a 41% increase in operational efficiency in 18 months.
  • Introduced a customer rewards program, which boosted retention rates by 40% in 6 months.
  • Redesigned client outreach strategy using social media channels, increasing engagement and trust metrics by 51%.
  • Established a robust knowledge base and self-service portal, reducing overall call volume by 70% while increasing customer satisfaction.
  • Collaborated with cross-functional departments to create a seamless handoff process between sales and support, increasing overall customer continuity and experience ratings by 64%.
  • Implemented comprehensive customer service training programs focused on regulatory standards (GDPR, PCI DSS), ensuring full compliance across the entire customer support team.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • National Association of Social Workers
  • International Council of Nurses
  • Society of Human Resource Management
  • Global Customer Experience Community (GCXC)
  • Management and Strategy Institute (MSI)
  • Customer Service Institute of America (CSIA)
  • Jaycees
  • Toastmasters

Certifications

  • Advanced Customer Insights and Survey Design Certification
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified in Customer Relationship Management (CCRM) from procedure
  • Process Improvement for Customer Service Certification from Cedar Works
  • Certified Customer Service Trainer (CCST) from Beacon Labs
  • Customer Retention and Recovery Specialist Certification from Beacon Labs
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)

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