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Skills

  • Contract auditing
  • Staff education and training
  • Multi-Task Management
  • Business Development
  • Financial records and processing
  • Music showcase training
  • Multi-line phone talent
  • Key holder experience
  • Recordkeeping strengths
  • Strategic sales knowledge

Work Experiences

  • Planned optimized with Call Representative teammates to handle customer requests.
  • Contributed to $11 in annual store sales per 6 months.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Interrogated customers and gathered data in order to better understand their needs and provide quick solutions.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Within Miscellaneous, senior Call Representative and outstanding performer in budget management and quality assurance.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Hardworking Call Representative with 11 years of telecommuting experience meeting customer needs.
  • HubSpot expert with 13 years of experience in related roles.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Clear understanding of stakeholder engagement and risk assessment as well as data analysis training.
  • Looking for a challenging new role with a growing team where I can apply my expertise and extensive experience in software engineering.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Managed
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed
  • Developed and implemented knowledge base materials, reducing average call handling time by 35% seconds.
  • Conducted post-service follow-ups to ensure customer satisfaction, contributing to a 74% improvement in NPS scores.
  • Collaborated with team of 11 in the development of metric.
  • Educated customers about product features and services, which led to a 45% increase in usage retention.
  • Design: Responsible for creative design for prominent standard.
  • Created
  • Ensured

Affiliations

  • Association for Support Professionals (ASP)
  • Freemason
  • Better Business Bureau Volunteer, Customer Mediation Services
  • Rotary International
  • International Customer Management Institute (ICMI)
  • Project Management Institute
  • Lions Club
  • Certified Call Center Manager (CCCM)
  • International Association of Administrative Professionals
  • Society of Customer Service Professionals (SCSP)

Certifications

  • Escalation Process Management Certification
  • Certified Customer Success Manager (CCSM)
  • Certified Remote Call Center Representative
  • Customer Service Excellence Certificate by Harbor & Co.
  • ITIL Foundation Certification (Service Management)
  • Google Certified Professional Cloud Architect
  • HubSpot CRM Certification
  • Apple Certified Associate (ACA)
  • Certified Call Center Professional (CCCP) by ICMI
  • Multilingual Customer Support Certification German

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