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Skills

  • Complaint resolution
  • Key stakeholder relationship building
  • Stock management
  • Customer segmentation strategies
  • Professional telephone demeanor
  • Account management
  • Customer needs analysis
  • Customer loyalty program management
  • Data-driven decision making
  • Complex issue diagnosis and resolution

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Assisted and cross-trained other customer service managers.
  • 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.
  • In the top 13% of employees for successful optimized.
  • Customer service training processes were implemented and developed by me.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided ongoing guest service, which included QuickBooks recommendations.
  • Welcomed, greeted, and assisted customers, generating $8 in 18 months revenue in a high-traffic store.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Clear understanding of performance reporting and quality assurance as well as vendor management training.
  • Very knowledgeable about Salesforce, as well as category competitors and offerings.
  • Motivated to keep customers happy and contribute to the company's success.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Bring extensive high-call volume experience working with category consumers spanning 17 years.
  • Under duress, personable and professional.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Dedicated to meeting and exceeding metric objectives through effective communication and procedure abilities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Analyzed customer feedback for continuous improvement efforts, resulting in 61% higher client retention within 2017-present.
  • Effectively tracked and analyzed retention metrics using initiative, contributing to a 51% positive trend in client tenure.
  • Contributed to the rollout of customer engagement technologies, increasing proactive issue resolution by 37%, leading to better overall service.
  • Specialized in conflict resolution, de-escalated 15 complaint cases, achieving a 21% decrease in negative feedback since 2019-present.
  • Provided training and mentorship to junior advisors, improving team efficiency by 24% from 2018.
  • Enhanced customer feedback loop by leveraging Microsoft Excel, resulting in actionable insights that increased retention by 15%.
  • Created performance dashboards for the customer success team, leading to a data-driven approach and 19% process improvement.
  • Documented and resolved program which led to framework.
  • Conducted root-cause analysis of customer service failures, directly reducing repeat escalations by 74% over the past year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Relations & Service Teamwork Association
  • National Association of Social Workers
  • Association for Computing Machinery
  • Freemason
  • International Customer Advocacy Association (ICAA)
  • Association of Information Technology Professionals
  • Association for Conflict Resolution (ACR)
  • Call Center Network Group (CCNG)
  • Institute of Customer Service (ICS)
  • International Council of Nurses

Certifications

  • Client Communication & Active Listening Expert - Summit Group
  • Advanced Problem-Solving for Customer Service Roles - ServiceNow
  • Effective Communication Skills for Customer Advisors - Summit Group
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Proactive Customer Service Certification - Northwind
  • CompTIA Security+
  • Certified Customer Retention Specialist (CCRS), Brightline
  • Advanced Soft Skills for Consumer Advisors - Summit Group
  • Certified Customer Success Manager (CCSM) - Harbor & Co.

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