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Skills

  • Data entry
  • Sales expertise
  • Improving service call resolution efficiency
  • Bilingual communication proficiency
  • Developing best practice guides
  • Money handling abilities
  • Multi-line phone talent
  • Billing Process Optimization
  • Customer feedback collection and escalation
  • Documentation and data entry efficiency

Work Experiences

  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.
  • Taught new employees about the company's operations, policies, and services.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Kept up to date on product and service changes.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • QuickBooks expert with experience in data analysis services.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Bring extensive high-call volume experience working with method consumers spanning 15 years.
  • Dedicated to exceeding expectations and leading the team to success.
  • Offering 18 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Call Center Consultant with 16 years of experience in dealing with customer requests and concerns.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Documented and resolved framework which led to program.
  • Individually resolved 8 customer complaints per week, reducing overall department complaint volume by 47%.
  • Achieved 22% reduction in service call volumes by identifying product defects and collaborating with the technical team for quick resolution.
  • Received Employee of the Month in standard for maintaining a first-call resolution rate of 84% on complex customer queries.
  • Recognized for achieving 60% client satisfaction in post-call surveys for QuickBooks.
  • Adapted and scaled call center operations during high-volume periods, managing escalations and reducing average queue times by 18%.
  • Achieved 39% customer satisfaction score improvement through the roll-out of empathetic communication training for team members.
  • Reduced employee turnover in the department by implementing a feedback-driven training model, increasing team satisfaction by 41%.
  • Received Top Performer for exceeding quarterly KPIs, reducing call escalations by 20% and increasing customer satisfaction rates by 28% points.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Contact Week (CCW) Institute
  • Customer Success Association (CSA)
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Call Center Network Group (CCNG)
  • Institute of Customer Service Professionals (ICSP)
  • Society for Customer Service Professionals (SCSP)
  • Customer Service Professionals Network (CSPN)
  • Institute of Contact Center Management (ICCM)
  • National Institute of Call Center Professionals (NICCP)

Certifications

  • Certified Customer Experience Professional (CCXP) - Ironclad Systems
  • Quality Management Systems (QMS) Auditor Certification
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Associate in Customer Service Process Planning (CACSPP)
  • Foundations of Customer Service Certification - Summit Group2018
  • Project Management for Call Centers Certification
  • Six Sigma Green Belt Certification 2017
  • CompTIA Network+

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