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Skills

  • Standard equipment
  • Conflict resolution
  • Data Management
  • Relationship development
  • Strategic problem-solving
  • Interpersonal and written communication
  • Process implementation
  • Conflict resolution and mediation
  • Report writing
  • User interface understanding

Work Experiences

  • Verified and updated customer contact information in Jira to build and maintain an accurate customer database.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Advised
  • On-site training was provided by me.
  • Provided management with procedure updates on renewal progress, at-risk renewals, and renewal forecasts.
  • Identified
  • Assessed the appropriateness of payers in order to protect the organization and reduce risk.
  • Invented
  • Encouraged policyholders to submit referrals to expand my client base.

Summaries

  • Commercial Customer Service Representative with 11 years of successful workflow optimization and performance reporting experience.
  • Skills in workflow optimization and data analysis are available.
  • Seasoned
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Determined sales and marketing professional with 17 years of experience in method industry.
  • Versatile
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Articulate
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a program position with a forward-thinking organization.

Accomplishments

  • Utilized CRM tools to track commercial accounts, which helped increase follow-up completion rates and improved customer retention by 80%.
  • Optimized the customer onboarding process, reducing setup times by 57% and enhancing first-time accuracy for commercial clients.
  • Trained and mentored 6 new hires in customer service techniques, enhancing team performance and reducing onboarding time by 51%.
  • Documented and resolved framework which led to method.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented post-sale follow-up strategies, leading to a 63% reduction in product returns and service complaints.
  • Reduced customer wait times by 44% by optimizing the call routing system to better prioritize commercial client needs.
  • Elevated team performance by introducing a structured mentoring program, leading to a 80% reduction in skills gaps among junior employees.
  • Consistently exceeded performance targets by addressing commercial client inquiries within the past year, improving overall customer satisfaction by 38%.
  • Integrated customer feedback systems into daily operations, contributing to a 41% improvement in Net Promoter Scores (NPS).

Affiliations

  • Association for Computing Machinery
  • Corporate Training & Development Association
  • Project Management Institute
  • Customer Service & Support Professionals Network
  • Certified Customer Service Leader (Lean)
  • National Retail Federation (NRF) - Affiliate for customer service excellence
  • International Customer Management Institute (ICMI)
  • Association of Information Technology Professionals
  • Institute for Operations Research and the Management Sciences (INFORMS) - Membership for cross-functional process improvements
  • Society of Human Resource Management

Certifications

  • Certified Manager of Customer Relationships (CMCR) from Summit Group
  • Advanced Business-to-Business (B2B) Customer Engagement - Meridian
  • Certified ScrumMaster (CSM)
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • Association for Project Management (APM)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Fundamentals of Digital Marketing Certification by Ironclad Systems

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