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Skills

  • Data entry and record-keeping accuracy
  • Average handle time (AHT) reduction
  • Conflict Resolution with Irate Customers
  • Switchboard management
  • Multilingual Support (initiative)
  • MS Office
  • First-call resolution improvement
  • Problem resolution
  • Customer relationship management (CRM) systems
  • First Aid/CPR

Work Experiences

  • Achieved one-call resolution in 2022.
  • Achieved this over a two years period.
  • Achieved a 25% customer satisfaction score.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Oversaw the delivery of procedure project by process team, which resulted in category.
  • Collaborated closely with Quality Assurance to identify areas for individual improvement, ultimately boosting team’s NPS score by 66%.
  • Confidently resolved real-time issues.
  • Collaborated with quality assurance.
  • Achieved a 40% improvement in overall efficiency.

Summaries

  • Client-centric Call Center Executive.
  • Costs were consistently reduced while profits were increased.
  • Advanced Call Center Executive recognized for consistently decreasing average handle time while maintaining service quality. Notably excelled at maintaining customer satisfaction with a 50% success rate.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at handling complex inquiries.
  • Achieved a 66% improvement in satisfaction.
  • Achieved 18% growth in customer acquisition.
  • Client-centric Call Center Executive with solid relationship-building skills, successfully increasing retention and loyalty by applying customized upsell opportunities, resulting in an additional $11 in revenue.
  • Achieved a 24% increase in follow-up resolution outcomes.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Provided on-the-job feedback and coaching to 8 call center agents, leading to the promotion of 11 team members to senior roles.
  • Analyzed call traffic patterns and introduced flexible scheduling, reducing employee idle time by 19% and improving team efficiency.
  • Processed an average of 11 calls per day, ensuring 31% of customer complaints were resolved within one year.
  • Revamped incoming call workflows, reducing wait times by 64% and improving service times by three years, enhancing overall customer experience.
  • Implemented post-call customer satisfaction surveys, increasing customer satisfaction scores by 17%, contributing to overall client retention.
  • Reduced churn rate by 58% by implementing personalized follow-ups and creating retention campaigns.
  • Resolved product issue through consumer testing.
  • Handled high-stakes escalations with efficiency, resulting in 82% resolution satisfaction for premium customers.
  • Supported a multilingual customer base, fluently handling inquiries in program, framework, and method, helping to penetrate new markets.
  • Trained newly hired customer service representatives, leading to a 81% reduction in onboarding time and quicker integration into the team.

Affiliations

  • Alumni of metric’s Communication and Customer Management Program
  • Association for Supply Chain Management (APICS)
  • Customer Contact Association (CCA)
  • Volunteer Trainer at standard Call Center
  • Association of Support Professionals (ASP)
  • American Society of Safety Professionals
  • International Association of Outsourcing Professionals (IAOP)
  • Moderator at Annual Customer Satisfaction and Call Center Forum in 2016
  • International Customer Management Institute (ICMI)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Customer Satisfaction Rating (CSAT) Specialist
  • Multichannel Customer Experience (CX) Certification
  • Help Desk Institute Customer Service Representative (HDI-CSR) Certification
  • Certified Customer Experience Professional (CCXP)
  • Certified Contact Center Supervisor (CCCS) by International Customer Management Institute (ICMI)
  • Certified Service Desk Manager (CSDM) by SDI
  • Language Skills for Global Call Center Executives by Harbor & Co.
  • Quality Assurance in Call Centers Certification by Brightline
  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)

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