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Skills

  • Good listening skills
  • Warehousing functions
  • Adaptability to new customer service solutions
  • Call transfer reduction techniques
  • Account management
  • Collaborative problem solving with partners
  • Sales expertise
  • CRM system data entry and maintenance
  • Automating customer outreach through CRM tools
  • Service standard compliance

Work Experiences

  • Achieved a 80% improvement in customer loyalty.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Answered a steady stream of customer calls with up to 18 calls in queue per minute.
  • Achieved 67% customer re-engagement rate.
  • Collaborated with the sales team to provide detailed product knowledge, contributing to a 17% increase in cross-departmental synergy.
  • Achieved month-over-month satisfaction for Cedar Works.
  • Achieved customer loyalty in high-pressure environments.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Achieved results over 15 months.
  • Helped customers open and activate new accounts by providing information about process charge card and loyalty program.

Summaries

  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Relying on 5 years of experience in providing outstanding customer service.
  • Worker with a strong understanding of metric organization and initiative product issues.
  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.
  • Dedicated to exceeding expectations and leading the team to success.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.
  • Building productive relationships, resolving complex issues, and gaining customer loyalty are all skills that this motivated professional possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Achieved success in providing unsurpassed customer service.
  • When performing duties, use good judgment at all times.

Accomplishments

  • Successfully increased customer retention rates by 42% by consistently exceeding client expectations and providing tailored support solutions.
  • Monitored and addressed negative customer feedback in real-time, increasing positive online reviews by 18%.
  • Actively contributed to process improvements by reporting and analyzing 8 recurring customer pain points to management.
  • Collaborated with team of 11 in the development of standard.
  • Received and processed over 6 in-bound and outbound calls daily, assisting customers with account management issues.
  • Assisted the training of new hires on CRM systems and customer service best practices, improving operational efficiency by 66% within the sales.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Identified and resolved recurring issues in Salesforce, decreasing support tickets related to the defect by 29%.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Simplified self-help articles and FAQs for customers, reducing inbound inquiries by 75% and empowering customers to resolve common issues independently.

Affiliations

  • Facilitator/Admin for Customer Complaint Handling Workshops
  • Jaycees
  • Freemason
  • Rotary International
  • International Association of Business Communicators (IABC)
  • Member of Customer Experience Conference 2016
  • International Customer Management Institute (ICMI)
  • Project Management Institute
  • International Council of Nurses
  • Society for Human Resource Management (SHRM) - Customer Service Training Focus

Certifications

  • Emotional Intelligence for Customer Service Certification - Ironclad Systems
  • Service Desk Analyst Certification - Meridian
  • ITIL Foundation Certification in IT Service Management
  • Customer Service Excellence Certification Summit Group
  • Sales Manager Certificate
  • Certified Contact Center Manager - Meridian
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Adobe Certified Expert (ACE) QuickBooks

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