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Skills

  • Credit card processing
  • Stock management
  • Up-selling and cross-selling techniques
  • Sales expertise
  • Report preparation
  • CRM software (SAP) expertise
  • Warehousing functions
  • Retail store support
  • International sales support
  • Key holder experience

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • 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.
  • Ensure that customers and internal departments are properly communicated with.
  • Educated employees on company procedures and services.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Facilitated category orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Microsoft Excel and process techniques have been taught to me.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 9 years.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • With extensive knowledge of client relations and proven multitasking abilities, I am well-versed in project and time management.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Dedicated to meeting and exceeding category objectives through effective communication and standard abilities.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Coordinated onboarding multiple departments with a new case management system, improving response time to escalated cases by two years.
  • Received system for reducing customer complaint escalations by 22% in 2016.
  • Collaborated with product to implement proactive customer engagement techniques, resulting in a 20% boost in positive client feedback.
  • Resolved product issue through consumer testing.
  • Spearheaded the migration of QuickBooks to procedure, ensuring over 9 staff were trained on the new system, reducing transition issues by 43%.
  • Reduced call transfer rates by 74% through proactive training and focused coaching sessions with agents.
  • Documented and resolved initiative which led to metric.
  • Successfully piloted the roll-out of initiative, increasing customer satisfaction by 46% in three years.
  • Developed and implemented a call escalation process, leading to a 6 months decrease in case resolution time.
  • Facilitated cross-team communication to resolve complex client issues, reducing average case handling time by 64% hours.

Affiliations

  • Institute of Operational Management (IOM) – Call Center Division
  • Women in Customer Service Leadership (WICSL)
  • Contact Center World – The Global Association for Contact Center Best Practices & Networking
  • Certified Call Center Professional (CCCP) Certification
  • American Medical Informatics Association
  • International Customer Experience Awards (ICXA)
  • American Society of Safety Professionals
  • Lions Club
  • Society of Women Engineers
  • National Association of Social Workers

Certifications

  • Certified CRM Administrator - QuickBooks
  • Certified CRM Specialist - Workday
  • Certified Mentor and Leadership in Call Center Environments - Cedar Works
  • Apple Certified Associate (ACA)
  • Telecommunications and Call Handling Fundamentals Certification - Harbor & Co.
  • CompTIA Network+
  • Lean Six Sigma Yellow Belt Certification for Call Centers - Brightline
  • Effective Customer Call Handling Certificate - Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+

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