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Skills

  • Ability to reduce ticket resolution times
  • Cross-team collaboration for issue resolution
  • Sales expertise
  • Staff education and training
  • Answering high volume of live chats per shift while maintaining quality
  • Effective reporting and analytics on service performance
  • Training development aptitude
  • Account management
  • Order fulfillment
  • Strategic sales knowledge

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Averaged 2 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Customer service training processes were implemented and developed by me.
  • Entered customer interaction details into Microsoft Excel to track requests, document problems, and record solutions offered.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Processed 2 invoices and mailed documentation to clients each two years.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • Within Miscellaneous, senior Chat Representative and outstanding performer in risk assessment and process improvement.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Chat Representative with 6 years of experience in dealing with customer requests and concerns.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • HubSpot and standard techniques have been taught to me.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and metric abilities.

Accomplishments

  • Collaborated with the sales and marketing teams to streamline promotional messaging during live chat sessions, contributing to a 20% sales growth in 2017.
  • Implemented customer feedback forms during post-chat sessions, resulting in a 64% increase in positive service ratings.
  • Delivered real-time chat support during peak promotions, contributing to a revenue growth of $55,000 in 2023.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led weekly team reviews of chat and feedback metrics, aligning goals with company targets and increasing overall team output by 73%.
  • Maintained performance above the department’s KPIs, including first-contact resolution, making proactive solutions that lead to 74% improvement.
  • Reduced chargebacks by 63% by resolving shipping discrepancies and clarifying customer concerns before escalations.
  • Reviewed customer service logs to uncover training opportunities, decreasing error rates in live chat interactions by 64% in two years.
  • Handled an average of 16 simultaneous customer chats per shift, consistently achieving a 59% resolution rate within the first interaction.
  • Utilized CRM tools to prioritize and effectively manage chats, resulting in a 48% decrease in response time to high-priority customers.

Affiliations

  • American Association of Inside Sales Professionals (AA-ISP)
  • Certified Support Manager (CSM) Certification Group
  • American Medical Informatics Association
  • Association for Customer Contact Professionals
  • Project Management Institute
  • Society of Human Resource Management
  • Global Call Center and Customer Service Network
  • Web-Based Customer Service Optimization Forum
  • Innovative Customer Support Technology Users' Group
  • National Chat Support Professionals Forum

Certifications

  • First Aid/CPR Certified
  • Proficiency in Freshdesk Support Certification
  • Customer Service: Problem Solving and Troubleshooting - LinkedIn Learning
  • Certified Technical Support Professional (CTSP)
  • CompTIA Network+
  • Certified Help Desk Manager (CHDM) by HDI
  • Microsoft Word Expert Certification
  • HubSpot Inbound Marketing Certification
  • HubSpot Service Hub Software Certification
  • Certified Email Support Specialist

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