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Skills

  • Service standard compliance
  • Professional telephone demeanor
  • Account management
  • Receiving support
  • Key stakeholder relationship building
  • Money handling abilities
  • Customer feedback interpretation for product teams
  • Call compliance with regulatory requirements
  • Sales expertise
  • Staff education and training

Work Experiences

  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Acquired 13 new customers, resulting in 13% revenue for the team.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Welcomed, greeted, and assisted customers, generating $17 in 18 months revenue in a high-traffic store.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Under duress, personable and professional.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to exceeding expectations and leading the team to success.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • SAP expert with experience in quality assurance services.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 3 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Designed and implemented a feedback loop system that provided real-time performance insights, reducing error rates by 20%.
  • Reviewed call center data and identified trends to assist management in reducing average abandonment rates by 65% in 2018.
  • Collaborated with human resources to diagnose and correct major technical issues, reducing system downtime by two years and improving overall customer satisfaction scores.
  • Developed and managed call scoring procedures to consistently measure satisfaction, reducing service call rework rates by 28%.
  • Developed agent training programs based on frequent call audits, resulting in a 49% increase in first-call resolution rate.
  • Monitored and evaluated agent-customer interactions, providing targeted feedback that improved call quality scores by 64% over two years.
  • Documented and resolved method which led to category.
  • Facilitated monthly calibration sessions involving managers, team leaders, and QA specialists to optimize consistency and alignment with customer service standards.
  • Coordinated with the compliance team to ensure all calls adhered to category standards, with a 33% compliance rate.
  • Spearheaded a quality assurance initiative that contributed to a 58% reduction in call escalations over several months.

Affiliations

  • Association for Computing Machinery
  • International Coaching Federation (ICF)
  • Lions Club
  • American Medical Informatics Association
  • Customer Experience Professionals Association (CXPA)
  • Tech Support Alliance Network (TSANet)
  • Certified Call Center Manager (CCCM)
  • Customer Engagement Transformation (CET) Association
  • Toastmasters
  • Global Talent and Competitiveness Council

Certifications

  • First Aid/CPR Certified
  • Train-the-Trainer Certification – Brightline
  • Project Management Professional (PMP)
  • Lean Management Certification for Service Professionals – procedure
  • E-Learning Course on Contact Center Technologies – system
  • Call Center Conflict Resolution Certification – program
  • Certified Business Analysis Professional (CBAP)
  • Contact Center Data Analytics Bootcamp – system
  • ISO 9001:2015 Lead Auditor Certification - category
  • Salesforce

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