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Skills

  • Mac systems
  • Regulatory compliance
  • Communications
  • Data entry
  • Adaptability to software and system updates
  • Client retention strategy implementation
  • Business operations
  • Customer trends analysis and reporting
  • Call routing and queue management
  • Handling VIP customer accounts

Work Experiences

  • Coached team members on active listening.
  • Assumed responsibility for VIP client accounts.
  • Achieved a call satisfaction score of 32%.
  • Analyzed call recordings to create targeted coaching plans, leading to a 69% improvement in overall team performance metrics.
  • Built new communication flows for handling technical queries related to Jira, reducing troubleshooting time by 37%.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Addressed system automation issues.
  • Achieved 82% increase in 2021.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Applied de-escalation techniques.

Summaries

  • Call Specialist is a multi-talented Call Specialist who is consistently rewarded for planning and operational improvements.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Accomplished this within 10 months.
  • Awarded Innovation Award.
  • Achieved a reduction of misdirected calls by 51%.
  • Collaborated with multiple teams.
  • Promotes project management and vendor management skills that are dynamic.
  • Excellent risk assessment and vendor management knowledge.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Achieved top results in customer care.

Accomplishments

  • Streamlined follow-up processes through automated workflows, reducing the need for manual callbacks by 16%.
  • Led weekly feedback sessions using QA evaluations, contributing to a reduction in average call handle times by 64%.
  • Documented and resolved initiative which led to standard.
  • Collaborated with the quality assurance team to refine call scripts, reducing overall call escalations by 43%.
  • Created and delivered cross-functional training for staff on CRM usage, enhancing logging accuracy by 33%.
  • Collaborated with marketing to develop upsell scripts, resulting in a 16% increase in products sold during call sessions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed a caseload of high-priority VIP clients, resulting in a 67% boost in client engagement and satisfaction scores.
  • Resolved system for 5+ customers during high-volume periods, improving Net Promoter Score (NPS) by 71%.
  • Conducted real-time feedback reviews for team members, leading to a 81% improvement in overall call handling efficiency.

Affiliations

  • Jaycees
  • International Association of Administrative Professionals
  • Customer Success Network
  • Women in Technology International (WITI)
  • Freemason
  • American Marketing Association
  • Customer Service Standards Network
  • American Society of Safety Professionals
  • National Business Honor Society
  • Member, Toastmasters International - Public Speaking and Leadership

Certifications

  • Salesforce
  • Bilingual Customer Support Specialist Certification - Vantage, French
  • Net Promoter Score (NPS) Certification - Vantage, Tableau
  • Team Leadership Skills Certification for Call Centers - 2023, Meridian
  • Certified Call Center Manager (CCCM) – Vantage, 2015
  • Professional Telephone and Call Handling Techniques Certification - Vantage
  • Performance Coaching for Call Centers Certification - Ironclad Systems, 2017
  • Customer Data Privacy & Compliance Certification, the Southeast - 2022
  • CompTIA Customer Support Specialist (CCSS) Certification - 2022
  • Conflict Resolution for Customer Service - Summit Group, 2018

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