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Skills

  • Order fulfillment
  • CRM software proficiency (SAP, Power BI)
  • Credit card processing
  • Staff education and training
  • Customer feedback analysis
  • Shipping procedures understanding
  • Customer relationship management
  • Recordkeeping strengths
  • Client Retention Strategies
  • CRM

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Was in charge of high-volume paperwork and worked with the program department to resolve billing and shipping issues.
  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Customer service training processes were implemented and developed by me.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Used a POS system to itemize and total the purchases of 18 customers.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Worker with a strong understanding of system organization and standard product issues.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 6 years.
  • Hardworking Client Care Representative with 4 years of telecommuting experience meeting customer needs.
  • Very knowledgeable about ServiceNow, as well as program competitors and offerings.
  • Offering 3 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Achieved success in providing unsurpassed customer service.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Client Care Representative with 11 years of successful project management and performance reporting experience.

Accomplishments

  • Dedicated continuous follow-up for open support tickets, achieving a 40% reduction in average ticket lifespan over 16 months.
  • Utilized CRM tools to identify patterns in customer feedback, proactively addressing issues before they escalated, leading to 24% fewer complaints.
  • Proactively engaged with over 6 clients daily via phone and email, reducing response time by 76%.
  • Assisted finance department by successfully resolving 61% of client disputes, improving billing accuracy.
  • Conducted training sessions for 12 junior representatives to enhance support skills, decreasing escalations by 71%.
  • Resolved product issue through consumer testing.
  • Reduced client complaints by 84% through refining customer service scripts and training representatives on empathy techniques.
  • Collaborated with team of 12 in the development of system.
  • Audited and verified 5 customer records for accuracy, which decreased response errors by 32%.
  • Reinforced internal knowledge management by creating 14 articles, achieving a 39% boost in self-service resolutions within 2017.

Affiliations

  • Billing and Client Account Association (BCAA)
  • Society of Women Engineers
  • American Society for Quality (ASQ) for customer service process improvement
  • First Contact Resolution Leadership Council
  • Women in Customer Service & Support (WICSS)
  • American Medical Informatics Association
  • Association for Computing Machinery
  • Institute of Management Accountants (IMA) for collaboration with finance teams
  • Association for Supply Chain Management (APICS)
  • Project Management Institute

Certifications

  • Certified Ethical Hacker (CEH) for IT Support
  • Customer Support Leadership Certification by Service Strategies
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Systems Security Professional (CISSP) for Regulatory Compliance
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • HubSpot Service Hub Certification
  • Cisco Certified Network Associate (CCNA)
  • CompTIA IT Fundamentals (ITF+) Certification

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