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Skills

  • Customer issue resolution at first point of contact
  • Problem resolution
  • Business operations
  • Conflict resolution
  • MS Office
  • Supervision
  • Relationship development
  • KPI and metrics tracking
  • Agile project management in service settings
  • Team management

Work Experiences

  • Achieved a 79% reduction in escalations.
  • Conducted ongoing training on ServiceNow resulting in operational efficiencies and improved customer interactions.
  • Achieved operational efficiencies.
  • Achieved Top Performer for maintaining a customer satisfaction level of 25% over three years.
  • Attended ITIL courses.
  • Achieved Outstanding Service Award.
  • Analyzed customer feedback.
  • Transported Workday to 18 months customer locations.
  • Achieved this over three years.
  • Achieved a $11 annual cost-saving.

Summaries

  • Dedicated to building key relationships with decision-makers in order to generate customer goodwill and loyalty.
  • Accomplished Business Customer Service Specialist committed to helping small businesses achieve financial success. Expertise in market analysis, investment strategy and portfolio management. Detail-oriented and tech-savvy professional proficient in Asana and Salesforce.
  • Achieved a 32% success rate in de-escalation.
  • Committed to continuous professional development in customer service.
  • Business Customer Service Specialist with 5 years of successful project management and process improvement experience.
  • Experienced Financial Services Consultant with a track record of growing thriving businesses by cultivating new prospects and accounts and managing customer relationships to meet sales targets.
  • Award-winning customer service professional recognized with Outstanding Service Award for maintaining a 36% customer satisfaction rate over the past two years, ensuring top-level client experiences.
  • Acted on customer feedback.
  • Business Customer Service Specialist with expertise in client retention, helping sales teams increase revenue by $12 through cross-functional customer service initiatives.
  • Business Customer Service Specialist.

Accomplishments

  • Designed a customer loyalty program that resulted in a 20% increase in repeat business over several months.
  • Guided team through the adoption of a new CRM system, resulting in a 22% faster query resolution and 60% more effective customer follow-ups.
  • Coordinated with finance and operations teams to streamline billing processes, reducing customer disputes by 53% and improving satisfaction rates.
  • Improved first-call resolution rate by 50% by implementing tailored training programs focused on active listening and problem-solving.
  • Conducted competitive benchmark analyses that revealed 17 cost-saving opportunities leading to operational improvements.
  • Played a critical role in resolving high-priority technical issues, coordinating across 8 departments, cutting issue duration by 9 hours.
  • Worked with the marketing team to initiate a proactive customer engagement campaign that reduced churn by 82% in several months.
  • Negotiated service contracts, ensuring compliance with SLAs and driving a 76% reduction in service disruption penalties.
  • Documented and resolved initiative which led to process.
  • Achieved 3 customer service awards in 2017 by consistently exceeding service and quality benchmarks.

Affiliations

  • American Medical Informatics Association
  • National Speakers Association (NSA) - Customer Service Focus
  • Society of Consumer Affairs Professionals (SOCAP International)
  • International Association of Multilingual Customer Support (IAMCS)
  • International Association for Six Sigma Certification (IASSC)
  • American Society of Safety Professionals
  • Customer Experience & Engagement Club (CEEC)
  • Project Management Institute
  • CRM User Group Member Power BI (e.g., Salesforce, HubSpot)
  • Women in Customer Service Professional Association

Certifications

  • Project Management Professional (PMP) by method
  • Advanced Product Management Certification from Product School
  • HubSpot Academy Inbound Marketing Certification
  • Lean Customer Service Process Improvement Certification
  • Certified Customer Service Professional (CCSP)
  • Google Certified Professional Cloud Architect
  • Certified Customer Experience Professional (CCXP)
  • Professional Certificate in Customer Experience (CX) by Northwind
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Support Manager (CSM) - Service Strategies

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