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Skills

  • Strategic sales knowledge
  • Customer needs assessment
  • Customer onboarding and retention strategies
  • Client dispute mediation and resolution
  • Developing customer support training programs
  • Training development aptitude
  • Stock management
  • Sales expertise
  • Data analysis for service improvements
  • Cross-functional collaboration with sales and operations teams

Work Experiences

  • Educated employees on company procedures and services.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Acquired 4 new customers, resulting in 3% revenue for the team.
  • Increased the team's revenue by over $18 in sales.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Kept the metric and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Consumer Service Coordinator with 14 years of experience in dealing with customer requests and concerns.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and procedure department guidelines.
  • Bring extensive high-call volume experience working with procedure consumers spanning 8 years.
  • Hardworking Consumer Service Coordinator with 5 years of telecommuting experience meeting customer needs.
  • Consumer Service Coordinator is a multi-talented Consumer Service Coordinator who is consistently rewarded for planning and operational improvements.
  • Asana expert with experience in cross-functional collaboration services.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Certified in Lean for enhanced communication strategies, boosting first-call resolution rate by 27%.
  • Analyzed customer data to identify and address key service gaps, reducing negative feedback by 69% over three years.
  • Developed FAQ resources, cutting inbound basic queries by 54% and freeing up staff for complex issues.
  • Worked collaboratively with quality assurance teams to improve service delivery processes, leading to a 32% increase in customer retention.
  • Handled escalations from dissatisfied customers and converted 19% of cancellations into retained services.
  • Handled escalated customer complaints and re-engaged 36% of at-risk customers through effective negotiation and problem-solving.
  • Established weekly reporting on team performance metrics, contributing to a 75% improvement in service level agreements (SLAs).
  • Received recognition for consistently positive feedback from clients, averaging a 23% approval rating across 3 interactions.
  • Sustained a high level of responsiveness, achieving 75% compliance with internal and external service-level agreements.
  • Identified and resolved recurring customer service issues, resulting in a 54% decrease in service tickets over a several months period.

Affiliations

  • Project Management Institute
  • Customer Contact Week (CCW)
  • Global Contact Center Association (GCCA)
  • Association for Computing Machinery
  • Society of Women Engineers
  • Society of Human Resource Management
  • American Medical Informatics Association
  • Jaycees
  • Women in the Contact Center Industry (WICCI)
  • Lions Club

Certifications

  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Professional in Service Operations (CPSO) - Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Emotional Intelligence for Customer Service Professionals Certification - initiative
  • Professional Certificate in Client Relationship Management - method
  • ITIL Foundation Certification for Service Management - category
  • HubSpot CRM Certification

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