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Skills

  • Technologically savvy
  • Data evaluation
  • Credit card payment processing
  • In-store support
  • Customer relations
  • Miscellaneous regulations knowledge
  • Conflict resolution training and facilitation
  • Schedule mastery
  • Store maintenance
  • Average handle time (AHT) reduction techniques

Work Experiences

  • Conducted customer interviews for framework issues and provided feedback to the management team.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Consistently outperformed my daily credit card application goals.
  • Named Top Seller for the past year through implemented.
  • Collaborated with managers to create service improvement plans.
  • Shared detailed information about QuickBooks options to assist customers in making decisions.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Increased productivity by providing CSR performance feedback for corrective action.

Summaries

  • Contact Center Associate with over 4 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Contact Center Associate with 16 years of standard customer service experience.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Capable Contact Center Associate who understands how to manage initiative routes while providing excellent customer service.
  • Client service professional with 15 years of experience interacting with clients.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • In a frantic call center environment, well-trained and composed.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Trained in the use of Tableau and has in-depth knowledge of vendor management.

Accomplishments

  • Resolved escalated complaints in a timely manner, maintaining a 28% satisfaction rate even for high-priority customers.
  • Contributed to department achieving customer satisfaction metrics (CSAT) above 81% for six consecutive months by enhancing issue resolution techniques.
  • Rebuilt customer communication templates to ensure professional and consistent responses, elevating customer engagement by an average of 76%.
  • Reduced agent turnover by 60% in a 2018-long period by implementing peer-to-peer mentorship programs and developing individualized career paths.
  • Collaborated with IT to develop and test a secure payment module, resulting in a 29% increase in successful billing transactions.
  • Performed in-depth analysis of call driver trends using ServiceNow, leading to a reduction in recurring call issues by 85%.
  • Played a key role in achieving a 34% improvement in first-call resolution (FCR) by conducting regular agent training based on performance metrics.
  • Increased overall productivity by 26% by integrating automated ticketing systems, streamlining the follow-up process for unresolved customer cases.
  • Reduced average call wait times by 83% through optimizing interactive voice response (IVR) systems, improving customer service flow.
  • Collaborated with cross-functional teams, including marketing and IT, to coordinate a seamless product launch that reduced customer onboarding issues by 63%.

Affiliations

  • Contact Center Operations Seminar, Customer Service Academy — Phoenix, 2023
  • Completed Training in Contact Center Workforce Management (CCWM) — 2021
  • Professional Affiliation, Society of Customer Service Experts (SCSE) — 2018
  • Affiliate Member, American Call Center Innovation Group (ACCIG) — 2021
  • Volunteer, Local Customer Service Professional Association Event — 2018
  • Member, Customer Retention Best Practices Working Group — 2022
  • Certified Expert in Inbound Marketing for Contact Centers (CIMCC) — 2023
  • Certified Contact Center Solution Provider (CCCSP), system — 2019
  • Certified Customer Contact Specialist (CCCS), Contact Center Network Group— 2022
  • Certified in Advanced Call Metrics Analysis, initiative — 2021

Certifications

  • American Academy of Financial Management (AAFM)
  • Certified Public Accountant (CPA)
  • Certified Upselling and Cross-Selling Specialist by QuickBooks
  • Customer Service Excellence Certificate by Cedar Works
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Six Sigma Yellow Belt Certification for Call Centers
  • Certified Team Leader in Contact Center Operations
  • ITIL Foundation Certification (for service management)
  • Certified Help Desk Support Technician by Ironclad Systems

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