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Skills

  • Receiving support
  • Customer feedback loop facilitation
  • First-call resolution improvement
  • Stocking and replenishing
  • Staff education and training
  • Cross-departmental collaboration
  • B2B account management
  • Retail store support
  • Strategic sales knowledge
  • Sales expertise

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Increased the team's revenue by over $12 in sales.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Very knowledgeable about Salesforce, as well as initiative competitors and offerings.
  • Bring extensive high-call volume experience working with framework consumers spanning 14 years.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Under duress, personable and professional.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Utilized in-depth customer feedback to adjust service processes, raising Net Promoter Score (NPS) by 68% points.
  • Designed a new call center script that reduced customer frustration and increased one-call solutions by 74%, leading to higher overall customer retention.
  • Enhanced call center performance by introducing a real-time call tracking dashboard, decreasing average handle time by 29% minutes.
  • Trained customer service representatives in advanced issue resolution techniques, leading to a 68% reduction in ticket reopen rates.
  • Resolved product issue through consumer testing.
  • Authored comprehensive training manuals, decreasing onboarding time from 5 weeks to 2 weeks, improving team readiness and performance.
  • Directed the smooth transitioning of customer accounts during a major system migration, achieving a minimal disruption rate of 26%.
  • Implemented proactive customer outreach strategies, decreasing inbound support requests by 60%, improving customer satisfaction.
  • Devised and introduced performance tracking reports, leading to a 15% improvement in team adherence to service-level agreements (SLA).
  • Generated regular reports on service KPIs, maintaining SLA compliance at 56% across all customer touchpoints.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Customer Experience Professionals Association (CXPA)
  • Jaycees
  • National Society of Service Professionals (NSSP)
  • Association for Talent Development (ATD)
  • Strategic Account Management Association (SAMA)
  • United Professional Sales Association (UPSA)
  • Business Executives for National Security (BENS)
  • Lions Club

Certifications

  • Certified Contact Center Manager (CCCM) - Northwind
  • Certified Customer Experience Professional (CCXP) - CXPA
  • SHRM Certified Professional (SHRM-CP)
  • Call Center Management Certification – metric
  • Google Certified Professional Cloud Architect
  • Certified Phone Customer Service Professional (CPCSP) – Vantage
  • Six Sigma Green Belt Certification – Vantage
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Salesforce

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