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Skills

  • Training development aptitude
  • Customer Relationship Management (CRM) tools proficiency Power BI
  • Money handling abilities
  • Report preparation
  • Knowledge transfer and coaching for team members
  • Credit card processing
  • Retail materials management
  • Order fulfillment
  • Handling and processing of account-related requests
  • Recordkeeping strengths

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Educated employees on company procedures and services.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Ensure that customers and internal departments are properly communicated with.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Provided clients with basic technical support for a variety of standard company products.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer service specialist with over 18 years of experience resolving account and service issues for Miscellaneous clients.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • SAP expert with experience in cross-functional collaboration services.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in workflow optimization and vendor management backed up by Miscellaneous training.
  • Committed to providing world-class customer service while remaining professional.
  • Microsoft Excel expert with 14 years of experience in related roles.
  • Fluent in German. Personable and professional communicator.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Achieved a 71% First Call Resolution (FCR) rate by accurately diagnosing and solving issues on initial customer contact.
  • Monitored and analyzed customer queries to identify recurring issues, which led to a 50% reduction in ticket volume over the past year.
  • Resolved technical issues using Microsoft Excel, improving productivity and reducing customer service disruptions.
  • Instrumental in delivering real-time support during a critical product launch, ensuring 46% of queries were successfully addressed on the first contact.
  • Collaborated with team of 13 in the development of program.
  • Consistently maintained a 80% Customer Satisfaction Score (CSAT), exceeding team expectations in the the Southwest market.
  • Led process improvements for the helpdesk, resulting in an best-in-class 48% Customer Effort Score (CES).
  • Spearheaded digital transformation efforts in customer care by integrating new live chat platforms, reducing response times by 37%.
  • Reduced overall customer churn rate by 38% within 6 months through proactive escalation management procedures.
  • Leveraged CRM data to optimize case handling procedures, increasing case resolution by 38% while reducing customer handling times.

Affiliations

  • Certified Project Manager in Customer Care Standards OSHA
  • Lions Club
  • Society of Workforce Planning Professionals (SWPP)
  • Customer Contact Council (CCC)
  • Customer Service Excellence Network
  • Association for Supply Chain Management (APICS)
  • Association for Talent Development (ATD)
  • Professional Association for Customer Engagement (PACE)
  • Customer Insights & Analytics Forum (CIAF)
  • International Association of Administrative Professionals

Certifications

  • Accredited Product Support Specialist in QuickBooks by Ironclad Systems
  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP)
  • Certified Outsourcing Specialist – Customer Support (COS-CS)
  • Certified Technical Support Associate (CTSA)
  • Amazon Customer Service Associate (CSA) Certification
  • Cisco Certified Network Associate (CCNA)
  • HubSpot Service Hub Software Certification
  • Business Communication Specialist (BCS) from Cedar Works
  • Microsoft Certified Customer Service Specialist

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