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Skills

  • Improving net promoter score (NPS)
  • Credit card processing
  • Key stakeholder relationship building
  • Report preparation
  • Service standard compliance
  • Sales expertise
  • Customer feedback analysis
  • First Call Resolution Optimization
  • Receiving support
  • CRM

Work Experiences

  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Kept up to date on product and service changes.
  • Customer service training processes were implemented and developed by me.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.

Summaries

  • Competent Call Center Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Call Center Service Representative is a multi-talented Call Center Service Representative who is consistently rewarded for planning and operational improvements.
  • Customer service specialist with over 10 years of experience resolving account and service issues for Miscellaneous clients.
  • SAP and standard techniques have been taught to me.
  • Fluent in Japanese. Personable and professional communicator.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Workday expert with experience in performance reporting services.
  • Worker with a strong understanding of framework organization and process product issues.
  • Customer Service Representative with 5 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Increased customer issue resolution rate by 34% by employing advanced de-escalation techniques and improving first-call resolution metrics.
  • Utilized data from ticketing systems to reduce repeat customer issues by 64%, increasing overall efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Analyzed and reported on category metrics, providing insights that led to a 64% improvement in team performance in 6 months.
  • Identified and resolved recurring customer pain points, contributing to a 72% improvement in customer retention.
  • Resolved an average of 13 tickets per shift, exceeding daily performance targets and maintaining a 80% customer satisfaction rate.
  • Created personalized customer service improvement plans that led to a 50% increase in upsell opportunities for the Jira team.
  • Documented and resolved system which led to process.
  • Collaborated with team of 6 in the development of procedure.
  • Worked closely with team leaders to decrease abandoned call rates by 67% while improving call center performance.

Affiliations

  • Association for Computing Machinery
  • Lions Club
  • International Council of Nurses
  • Call Center Association of Austin
  • International Association of Administrative Professionals
  • CRM User Group for ServiceNow
  • National Association of Social Workers
  • Customer Contact Strategies Group
  • Accredited Technical Support Specialist (ATSS)
  • Customer Satisfaction Research Group

Certifications

  • Project Management Professional (PMP)
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Call Center Performance Certificate – Brightline
  • Certified Customer Service Trainer (CCST) – Summit Group
  • Call Center Supervisor Certification - International Customer Service Association (ICSA)
  • Help Desk Customer Service Certification – Northwind
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
  • Customer Experience Management (CEM) Certification – Ironclad Systems

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