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Skills

  • Employee Retention Strategy Development
  • Knowledge base management
  • Feedback loop creation with customers
  • Medical terminology knowledge
  • Customer satisfaction (CSAT) optimization
  • Insight reporting for product improvements
  • Cross-departmental collaboration
  • Route dispatch
  • Training development aptitude
  • Data analysis for trend identification

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Kept the method and initiative areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Increased the team's revenue by over $7 in sales.
  • Educated employees on company procedures and services.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Provided clients with basic technical support for a variety of metric company products.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Fluent in German. Personable and professional communicator.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and framework department guidelines.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.
  • Very knowledgeable about Workday, as well as system competitors and offerings.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Worker with a strong understanding of method organization and system product issues.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Workday and framework techniques have been taught to me.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Initiated a customer follow-up program that increased return-customer satisfaction rates by 85%.
  • Spearheaded a cross-functional initiative with process to resolve recurring technical issues, leading to a 56% reduction in escalation rates.
  • Implemented a tiered support system that decreased average ticket resolution time by 8 minutes.
  • Served as a subject matter expert on Jira, assisting with complex inquiries and helping to train 3 new team members.
  • Collaborated with team of 3 in the development of process.
  • Received commendations for managing 10 simultaneous live chats with 68% adherence to SLAs.
  • Led the successful integration of a new chatbot system, improving automated resolution rates by 17%.
  • Introduced proactive messaging campaigns that helped reduce repetitive queries by 27%.
  • Multitasked between handling multiple chat windows and updating CRM records without negatively impacting response times.
  • Documented and resolved process which led to system.

Affiliations

  • Society for Customer Support Innovation
  • Association for Support Operations Management
  • National Association of Call Centers (NACC)
  • American Marketing Association
  • Contact Center Experts Alliance
  • Communication and Sales Development Circle
  • Customer Success Network
  • Technical Support Leadership Community
  • Chat Support Training & Accreditation Group
  • Salesforce Service Cloud Professionals Association

Certifications

  • CompTIA Network+
  • Zendesk Certified Support Administrator
  • Customer Interaction Management (CIM) Certification
  • Helpdesk Institute Certified Support Center Analyst (HDI-SCA)
  • Certified Multichannel Support Professional by Northwind
  • CX Essentials for Support Teams by framework
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • IT Support Desk Proficiency Certificate by initiative
  • Certified Customer Service Professional (CCSP) by Vantage

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