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Skills

  • Customer Relationship Management (CRM) Software Proficiency
  • Team leadership and performance monitoring
  • Active Listening & Empathetic Response
  • Customer Survey Follow-Up & Analytics
  • Sales Metrics Achievement & Exceeding Targets
  • KPI Tracking & Reporting
  • Mentorship for Improving Team Performance
  • Upselling and cross-selling strategies
  • Reducing Average Call Handle Time
  • Customer satisfaction improvement strategies

Work Experiences

  • Compiled reports for senior management.
  • Apply logic and reasoning to address and resolve issues that may obstruct the delivery of high-quality service.
  • Balanced multiple customer inquiries simultaneously.
  • Strengthen relationships with members by demonstrating concern for their safety.
  • Consistently reduced average call handling time by 13 seconds through effective time management, resolving customer issues without compromising quality.
  • Averaged 3 calls per day.
  • Consistently exceeded sales and support metrics by achieving $14 in upsells monthly and earning system.
  • Analyzed call metrics regularly to identify customer pain points, which led to the creation of an internal FAQ system that resulted in a 65% reduction in call rework.
  • Demonstrated empathy in customer interactions.
  • Coordinated between departments to ensure expedited ticket escalation and top-tier customer satisfaction, improving resolution times from 9 hours to 17 hours.

Summaries

  • Customer-centered Call Service Rep with exceptional active listening skills, reducing escalation rates by 55% and consistently earning customer satisfaction ratings over 45%.
  • Drove customer adoption rates upward by 74%.
  • Achieved a 60% improvement in NPS scores.
  • Achieved Excellence Award for innovative techniques in improving customer support for ServiceNow, leading to a 17% improvement in customer retention across crucial markets.
  • Collaborative team player in cross-functional environments.
  • Empathy-driven approach to customer service.
  • Efficiently resolved 5 technical and product-related inquiries per day, reducing escalations by 54% and improving overall customer experience.
  • Achieved a 42% faster resolution of high-priority issues.
  • Diligently handled customer escalations, leading to a reduction in supervisory escalation rates by 51%, offering calm, empathetic, and effective conflict resolution.
  • Enhanced product rollout processes.

Accomplishments

  • Led a team of 5 call agents to handle over 9 customer inquiries per day, improving response time by 61% and reducing ticket backlogs.
  • Acted as point of contact for escalated calls, resolving over 2 high-impact disputes without hand-off to upper management, improving customer loyalty metrics.
  • Led goal-setting strategy for team, resulting in a 16% increase in overall customer satisfaction and an improvement in compliance with procedure.
  • Identified gaps in user knowledge by analyzing call data, then developed relevant support documentation that resulted in a 67% drop in repeat inquiries.
  • Oversaw the scheduling and performance optimization of a remote customer support team spread across 16 time zones, reducing system downtimes by 21%.
  • Managed and coordinated service outcalls for account renewals, improving annual plan renewals and retention rate by 69% and generating over $2 in recurring revenue.
  • Formulated and executed cross-department workflows to address recurring customer issues, ultimately reducing escalations to tier 2 support by 41%.
  • Developed an escalation procedure that reduced managerial interventions by 81%, allowing handling at level one for the majority of escalated cases.
  • Collaborated with technical support to craft simplified guides for troubleshooting Adobe Creative Suite, resulting in a 43% decrease in calls related to simple issues.
  • Successfully reduced resolution time from 8 hours to 13 hours for high-priority support tickets, driving measurable improvements in client feedback scores.

Affiliations

  • Affiliate, National Association of Call Centers (NACC) - Focus on budget management
  • Active Member, Remote Customer Service Professionals Network
  • Certified in Call Center Metrics & Analytics Optimization - Recognition Received in 2020
  • Active Participant, Industry-related Webinars on Advanced Product Rollouts and User Adoption
  • Graduate, Harbor & Co.-sponsored Leadership Development Program for Contact Center Management - 2016
  • Panelist, International Conference on Omni-channel Customer Support Strategies
  • Member, Society for Technical Communication in Contact Centers (STC-CC)
  • Mentor, New Call Center Agent Program - Provided guidance and Training for 3 Trainees
  • Member, Help Desk Institute (HDI), Enrolled in procedure
  • Participant, Annual Call Center Efficiency Summit - Focus on initiative

Certifications

  • Customer Satisfaction and Feedback Analysis, Vantage, 2015
  • Service Desk Analyst Certification, Tableau, 2024
  • Advanced Troubleshooting Skills for Call Centers, Ironclad Systems, 2015
  • Call Center Operations Best Practices, Meridian, 2019
  • Call Center Workflow Optimization Training, Summit Group, 2020
  • Data Analytics for Contact Centers, Salesforce, 2020
  • CRM System and Software Certification, HubSpot, 2023
  • Quality Assurance for Call Centers, Beacon Labs, 2016
  • Chat and Email Support Specialization, Asana, 2023
  • Phone-based Customer Service Training, Beacon Labs, 2022

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