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Skills

  • Fleet dispatching
  • Quality assurance controls
  • Adapting service strategies to meet changing client needs
  • Business development understanding
  • Direct sales
  • Schedule mastery
  • Technologically savvy
  • Conflict resolution skills
  • Promotional support
  • In-store support

Work Experiences

  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Was in charge of processing customer account changes.
  • Increased retail sales by 10% and increased customer traffic by 2%.
  • Ranked as the most effective in streamlined out of 15 representatives.
  • Exceeded three years service goals using customer service, sales, and employee management best practices.
  • Updated the standard system with order details, customer information, preferences, and billing details.
  • Assessed customer needs and upsold products and services to increase category sales.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and standard data.
  • Named Top Seller for the past year through coordinated.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • HubSpot expert who excels at meeting and exceeding sales targets.
  • Client Support Team Lead with 16 years of procedure customer service experience.
  • Client Support Team Lead is an energetic and dependable Client Support Team Lead who has been well-trained and excels in high-end merchandise environments.
  • In a frantic call center environment, well-trained and composed.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Capable Client Support Team Lead who understands how to manage program routes while providing excellent customer service.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Customer service professional who is used to working in a fast-paced metric call center environment.

Accomplishments

  • Led training workshops for new hires that helped reduce onboarding ramp-up time by 10 weeks and improved first-call resolution by 22%.
  • Collaborated with developers on identifying recurring system issues, leading to a system update that reduced ticket volume by 16%.
  • Formulated and implemented a crisis response action plan for software outages, minimizing disruption and achieving a 10% reduction in escalation.
  • Led a team of 5 support agents, achieving a 52% first-call resolution rate and reducing average response time by 7 minutes.
  • Worked closely with Quality Assurance to identify recurring product bugs, resolving issues and reducing long-term customer complaints by 67%.
  • Managed high-priority accounts and ensured consistent follow-through, resulting in a 15% retention rate for key clients.
  • Standardized the use of templates for client communications to reduce personal response times and increase team efficiency by 2 tickets per hour.
  • Produced detailed after-action reports for complex escalations, used for team training, resulting in a 75% reduction in similar cases within 6 months.
  • Prepared weekly support performance reports for senior management, highlighting key trends that led to a 28% improvement in operational metrics.
  • Worked with cross-functional teams to create a seamless end-to-end support experience, reducing hand-off time between departments by 59%.

Affiliations

  • Member of Call Center Network Group (CCNG) since 2018, connecting with other leaders to exchange strategies around call center performance.
  • Completed leadership training with the Association of Talent Development (ATD), specializing in coaching support personnel.
  • Certified Customer Support Manager through the Institute of Customer Service (ICS) for managing effective support teams.
  • Contributed to Customer Think forums, offering expert advice on reducing client churn through strategic improvements.
  • Contributing writer for the Customer Support Leaders publication, offering insights on managing high-performance support teams.
  • Certified member of ITIL Foundation, specializing in IT service management best practices relevant to client support.
  • Member of the Client Success Association (CSA), actively engaging in knowledge-sharing events to enhance service delivery.
  • Member of the International Customer Service Association (ICSA) since 2018, focusing on advancing client support best practices.
  • Participant in Salesforce Trailblazer community, focusing on integrating CRM solutions for enhanced client relations since 2022.
  • Contributing member of Multilingual Support Leaders Network, advocating for diversity in customer communication strategies.

Certifications

  • Team Leadership for Customer Service - Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CRM Mastery - Salesforce Admin Certification
  • Emotional Intelligence and Conflict Resolution - Salesforce
  • Certified ScrumMaster (CSM)
  • Certified Communication Professional (CCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Multitasking and Time Management - Salesforce
  • American Academy of Financial Management (AAFM)
  • Cross-functional Project Management Certification

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