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Skills

  • Cross-functional team collaboration
  • Receiving support
  • Order fulfillment
  • Active listening and empathy
  • End-to-end warranty process management
  • Shipping procedures understanding
  • Medical terminology knowledge
  • POS systems expert
  • Stocking and replenishing
  • Account management

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Collaborated with vendors to plan more than 17 daily pickups and weekly deliveries.
  • Processed 4 invoices and mailed documentation to clients each several months.
  • Assisted and cross-trained other customer service managers.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • In the top 13% of employees for successful optimized.
  • Facilitated process orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Bring extensive high-call volume experience working with category consumers spanning 17 years.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 2 years.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Consumer Advisor is a service-oriented Consumer Advisor with unrivaled customer service, task prioritization, and time management skills.
  • Consumer Advisor proactive with experience in providing support and resolving customer complaints.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Very knowledgeable about Salesforce, as well as category competitors and offerings.

Accomplishments

  • Resolved product issue through consumer testing.
  • Supported continuous improvement efforts in customer service workflows, shortening response times by 13 minutes on average.
  • Implemented outreach campaigns targeting past clients, resulting in a 65% re-engagement and an increase in conversion rate.
  • Enhanced consumer touchpoints across 2 channels, improving first-contact resolution by 28%. 2021.
  • Played a key role in redesigning the customer complaint workflow process, decreasing escalations by 47% and improving first-contact resolution.
  • Utilized behavioral analysis to identify and address recurring complaints, yielding a 65% increase in customer satisfaction over program.
  • Collaborated with team of 18 in the development of program.
  • Analyzed customer feedback for continuous improvement efforts, resulting in 61% higher client retention within 2017-present.
  • Integrated new communication tools such as Jira, improving real-time feedback collection and issue resolution efficacy by 49%.
  • Analyzed and actioned NPS data to drive initiatives that improved average score from 3 to 7.

Affiliations

  • American Society for Quality (ASQ)
  • Contact Center World's Association
  • American Association of Consumer Affairs Professionals
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • National Business Education Association (NBEA)
  • Customer Experience Professionals Association (CXPA)
  • Institute of Customer Service (ICS)
  • Lions Club
  • Consumer Federation of America (CFA)

Certifications

  • Google Certified Professional Cloud Architect
  • Time Management Certification for Customer-Driven Roles - ServiceNow
  • Certified CRM Specialist - standard
  • Customer Needs Analysis: Professional Level Certification - Lakeside Partners
  • Apple Certified Associate (ACA)
  • Customer Service Excellence Certification Northwind
  • Certified Customer Experience Professional (CCXP) – 2023
  • Strategy for Proactive Consumer Outreach: Expert Certification - Power BI
  • Advanced Soft Skills for Consumer Advisors - Summit Group
  • Consumer Insight & Data Analysis Certification - Cedar Works

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