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Skills

  • Extremely organized
  • Conflict resolution
  • MS Office
  • Cross-functional team collaboration
  • Supervision
  • First Aid/CPR
  • Standard equipment
  • Inspection reviews
  • Proficient in ServiceNow
  • Process improvement

Work Experiences

  • Ensured
  • Assessed the appropriateness of payers in order to protect the organization and reduce risk.
  • Won
  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Successfully led key projects that yielded a category.
  • Responded quickly to customer concerns and resolved system issues using quality assurance and data analysis.
  • Managed
  • Used Adobe Creative Suite to accurately enter data into a batch ticketing system.
  • Daily fuel inspections, including preloading and quality control, were something I helped with.
  • Invented

Summaries

  • Articulate
  • Fluent in both English and Spanish.
  • Ambitious
  • Determined sales and marketing professional with 17 years of experience in method industry.
  • Pragmatic
  • Service-driven
  • Commercial Customer Service Representative is articulate and driven to succeed.
  • Highly effective in process improvement, evaluating personnel performance, and putting in place top-notch strategies.
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • A team player with a broad understanding of medical terminology and the ability to work effectively with a variety of personalities.

Accomplishments

  • Partnered with the IT department to automate routine tasks, improving team efficiency by 58% and client satisfaction by 51%.
  • Contributed to the development of Salesforce improvements which led to a Employee of the Year for overall customer satisfaction in Miscellaneous.
  • Achieved a Outstanding Service Award for excellent performance in handling high-priority commercial client issues, improving turnaround time by 32%.
  • Integrated customer feedback systems into daily operations, contributing to a 41% improvement in Net Promoter Scores (NPS).
  • Collaborated with cross-functional teams to streamline communication between departments, resulting in improved order accuracy by 67%.
  • Enhanced the client retention strategy for a top-tier portfolio, leading to a 77% increase in contract renewals.
  • Implemented a targeted communication strategy for key commercial accounts, resulting in a 81% increase in customer engagement and product usage.
  • Piloted a new service escalation system that significantly lowered the number of unresolved cases by 38% within one year.
  • Utilized CRM tools to track commercial accounts, which helped increase follow-up completion rates and improved customer retention by 80%.
  • Devised new CRM tracking mechanisms that improved accuracy in client records and reduced response time across team members by 31%.

Affiliations

  • National Retail Federation (NRF) - Affiliate for customer service excellence
  • Global Business Travel Association (GBTA)
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Rotary International
  • Service Desk Institute (SDI)
  • Institute of Supply Management (ISM)
  • Client Management Forum
  • Customer Service & Support Professionals Network
  • Customer Relationship Management (CRM) Professionals Association

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Professional Certificate in Customer Success by Brightline
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Excellence - Chartered Institute of Customer Service (ICS)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • Certified Communication Professional (CCP) - Lakeside Partners
  • Certified CRM Professional (CCP) from Cedar Works

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