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Skills

  • Customer pain point identification
  • Complaint resolution
  • Client account management
  • Stock management
  • Order fulfillment
  • Warehousing functions
  • Accurate data entry
  • Data-driven decision making
  • Recordkeeping strengths
  • Confidential customer information handling

Work Experiences

  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Processed 13 invoices and mailed documentation to clients each several months.
  • Welcomed, greeted, and assisted customers, generating $13 in one year revenue in a high-traffic store.
  • Acquired 5 new customers, resulting in 12% revenue for the team.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Assisted and cross-trained other customer service managers.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.
  • Business Support Representative proactive with experience in providing support and resolving customer complaints.
  • With extensive knowledge of vendor management and proven multitasking abilities, I am well-versed in project and time management.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Bring extensive high-call volume experience working with method consumers spanning 17 years.
  • Clear understanding of team leadership and process improvement as well as cross-functional collaboration training.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Business Support Representative with 4 years of successful workflow optimization and process improvement experience.

Accomplishments

  • Designed and optimized service workflows, leading to a 79% reduction in average case resolution time for clients.
  • Consistently exceeded performance targets by achieving 72% in client satisfaction and response time reductions.
  • Facilitated product training for 6 customers, leading to a 26% increase in product adoption and usage across key accounts.
  • Collaborated with internal teams to improve service capabilities, contributing to an overall increase in customer retention by 46%.
  • Developed and disseminated weekly performance reports to monitor service level agreements (SLAs) and ensure a compliance rate of 74%.
  • Partnered with the technical support team to troubleshoot and resolve complex issues, resulting in enhanced customer loyalty for Power BI.
  • Trained new hires on internal systems and support procedures, raising overall team competency and cutting onboarding time by 63% days.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with a cross-functional operations team to streamline client onboarding processes, reducing customer onboarding time by 66%.
  • Implemented a specialized escalation handling process that resulted in resolving high-priority issues 75% faster than previous methods.

Affiliations

  • Society of Human Resource Management
  • National Association of Data Protection Officers (NADPO)
  • Association for Talent Development (ATD)
  • International Association of Administrative Professionals
  • Toastmasters
  • Lions Club
  • American Society of Administrative Professionals (ASAP)
  • National Association of Social Workers
  • Customer Operations Performance Center (COPC)
  • Society of Customer Service Professionals

Certifications

  • Salesforce Certified Administrator
  • Advanced Interpersonal Communication Skills Certificate
  • Certified in Production and Inventory Management (CPIM) by APICS
  • Six Sigma Green Belt Certification
  • Apple Certified Associate (ACA)
  • Lean Management Certification by Brightline
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL Foundation – IT Service Management Certification
  • Effective Customer Communication Training by Vantage
  • Customer Service Excellence Certification by Cedar Works

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