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Skills

  • Microsoft Office Suite expertise (e.g., Excel, Word, Outlook)
  • Training development aptitude
  • Complaint resolution with 56% resolution on first contact
  • Medical terminology knowledge
  • Adaptability to dynamic customer needs
  • Conflict resolution and de-escalation techniques
  • Data entry
  • Recordkeeping strengths
  • Multilingual support for customers in Portuguese
  • Account management

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Assisted and cross-trained other customer service managers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Processed 16 invoices and mailed documentation to clients each three years.
  • Customer service training processes were implemented and developed by me.
  • Provided clients with basic technical support for a variety of procedure company products.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Acquired 7 new customers, resulting in 15% revenue for the team.

Summaries

  • ServiceNow and standard techniques have been taught to me.
  • Dedicated to exceeding expectations and leading the team to success.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • QuickBooks expert with experience in vendor management services.
  • Achieved success in providing unsurpassed customer service.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Competent Consumer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Bring extensive high-call volume experience working with method consumers spanning 9 years.
  • With extensive knowledge of client relations and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Piloted customer retention strategy, reducing churn by 56% over a several months period.
  • Resolved product issue through consumer testing.
  • Ranked in the top 57% of customer service representatives for positive feedback scores, according to process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Calmly and professionally handled difficult customers, preventing 17% of potential service cancellations in 2020.
  • Collaborated with sales team to upsell Salesforce, increasing average order value by 53%.
  • Successfully re-engaged 12 dormant accounts via targeted outreach campaigns, leading to a 62% increase in reactivations.
  • Collaborated with team of 17 in the development of system.
  • Supported the launch of procedure, educating customers on new features and reducing first-month support requests by 27%.
  • Developed customer personas based on feedback analysis, leading to more personalized interactions and increasing satisfaction by 75%.

Affiliations

  • International Call Center Management Association (ICCM)
  • Certified Customer Service Manager (CCSM)
  • American Management Association (AMA)
  • Society of Consumer Affairs Professionals (SOCAP)
  • American Marketing Association
  • Toastmasters
  • Certified Customer Service Professional (CCSP)
  • North American Customer Service Association (NACSA)
  • CRM User Group system (e.g., Salesforce User Group, Microsoft Dynamics User Group)
  • Society of Human Resource Management

Certifications

  • Salesforce Certified Service Cloud Consultant
  • CompTIA Security+
  • Zendesk Certified Administrator
  • Customer Support Automation Expert Certification Ironclad Systems
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Relationship Management (CRM) Software Certification
  • First Aid/CPR Certified
  • Apple Certified Associate (ACA)
  • Certified Inbound Contact Center Representative (CICCR)
  • Professional Customer Support Certificate Northwind

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