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Skills

  • POS systems expert
  • Client feedback loop creation for continuous service upgrade
  • Multi-line phone talent
  • Customer Relationship Management (CRM) Software Proficiency
  • International sales support
  • Credit card processing
  • Stock management
  • Retail store support
  • Effective communication across multiple channels (phone, email, chat)
  • First-call resolution optimization (34% improvement)

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Handled over 14 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased the team's revenue by over $3 in sales.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept the category and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • QuickBooks expert with experience in performance reporting services.
  • Client Service Agent is a service-oriented Client Service Agent with unrivaled customer service, task prioritization, and time management skills.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Miscellaneous clients.
  • Competent Client Service Agent with a desire to exceed sales targets and establish long-term customer relationships.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Clear understanding of strategic planning and data analysis as well as quality assurance training.
  • Very knowledgeable about SAP, as well as process competitors and offerings.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Revised and improved knowledge bases and FAQs, shortening average resolution times by 34% for common client queries.
  • Gathered and analyzed customer feedback, supporting the product development team by flagging key areas for improvement, leading to a 64% reduction in post-launch issues.
  • Executed an internal SLA improvement strategy that improved team response time by 80%, directly impacting overall service-level agreement compliance.
  • Reduced average ticket closure time by 48% within one year by optimizing ticket escalation workflow.
  • Increased team compliance with SLA agreements by 83% and drastically reduced late-response incidents to under 5 per month.
  • Helped integrate SAP in customer service operations, enhancing the speed of resolutions by 24% and improving overall client response times.
  • Developed and executed customer service training programs that improved agent performance, increasing first-call resolution by 30%.
  • Achieved a 47% decrease in service-related churn for high-value accounts by consistently providing proactive support and prompt issue resolution.
  • Facilitated the roll-out of new QuickBooks in Phoenix, contributing to a successful launch with minimal customer complaints and assisting product development through user feedback collection.
  • Collaborated with 14 senior executives to redefine customer service KPIs and enhance focus on client satisfaction, seeing a 19% increase in NPS within the past year.

Affiliations

  • Institute of Electrical and Electronics Engineers (IEEE) Customer Support Division
  • Customer Contact Week Digital Networking Forum
  • Certified Support Professional (CSP) Association
  • Customer Service Professionals Network
  • Business Relationship Management Institute (BRM Institute)
  • CRM and Customer Relationship Management Forum
  • International Institute of Business Analysis (IIBA)
  • American Marketing Association
  • Project Management Institute
  • International Organization for Standardization (ISO) Customer Satisfaction Standards Board

Certifications

  • Certified Call Center Manager (CCCM)
  • Certified Upselling and Cross-Selling Expert
  • Salesforce Administrator Certification
  • Certified Personal Interaction Advisor (CPIA)
  • Certified Customer Service Professional (CCSP)
  • Project Management Professional (PMP)
  • Salesforce
  • Zendesk Support Administrator Certification
  • Certified Email Management Specialist (CEMS)
  • Advanced Client Mediation Certification – Summit Group

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