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Skills

  • Conflict resolution and grievance management
  • Quality assurance controls
  • Stockroom procedures
  • Transportation solution development
  • High-energy attitude
  • Store maintenance
  • Business development understanding
  • Conflict mediation
  • Customer relations
  • Change management during system transitions

Work Experiences

  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • 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.
  • Helped customers with their questions and concerns, which resulted in a 12% reduction in complaint calls.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Increased retail sales by 6% and increased customer traffic by 16%.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Mentoring and coaching skills in a dynamic professional.
  • Well-versed in Miscellaneous best practices and standards.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Tableau expert who excels at meeting and exceeding sales targets.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Excel in Workday offerings, Microsoft Excel use, and project management.
  • Contact Center Generalist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.

Accomplishments

  • Managed 7 outbound customer campaigns, leading to a 39% increase in upsell opportunities and overall revenue growth.
  • Helped launch a customer satisfaction (CSAT) program, monitoring trends that raised company-wide CSAT scores by 76% points.
  • Implemented tailored escalation protocols, improving resolution times by 25% and decreasing escalated tickets by 4.
  • Actively coached and mentored new team members, enhancing overall team productivity by 43% within two years.
  • Resolved escalated customer complaints within 8 hours, achieving a customer satisfaction rating of 78% on resolution surveys.
  • Supported upselling of premium service packages, contributing to an additional $14 in monthly revenue for the organization.
  • Managed FAQs and templates with product team collaboration, streamlining responses and improving agent resolution speed by 17%.
  • Trained a team of 18 contact center agents on best practices, contributing to an 64% improvement in customer satisfaction scores.
  • Identified gaps in customer support processes, proposing improvements that reduced customer churn by 37% over 14 months.
  • Collaborated with product development teams to convey key customer insights, resulting in significant updates to system.

Affiliations

  • Attendee, Contact Center Expo and Conference, 2019
  • Participant, Contact Center Dynamics Conference, 2016
  • Affiliate, Customer Experience Professionals Association (CXPA) - standard
  • Volunteer Event Organizer, Call Center Leadership Seminar, Columbus, initiative
  • Member, Call Center Managers Association (CCMA), program
  • Member, International Customer Management Institute (ICMI), 2023–Present
  • Volunteer, Call Center Agent Peer Mentoring Program, Portland, method
  • Volunteer, Customer Listening Team at category, process
  • Panelist, Customer Empowerment and Contact Center Innovation Symposium, 2024
  • Member, Society of Workforce Planning Professionals (SWPP), 2021-Present

Certifications

  • Service Level Agreement (SLA) Compliance Certification - Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Certified Quality Assurance Analyst (CQA) for Contact Centers - Northwind
  • Fundamentals of Contact Center Change Management Certification - Vantage
  • Communication and Conflict Resolution Skills Certification - Summit Group
  • CompTIA Network+
  • SAP Certified Application Associate
  • SHRM Certified Professional (SHRM-CP)
  • PMP (Project Management Professional) Certification for Contact Center Managers - standard

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