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Skills

  • Conflict resolution and de-escalation techniques
  • Professional telephone demeanor
  • Cultural Sensitivity and Awareness
  • Multi-line phone talent
  • Route dispatch
  • Escalation management
  • Stocking and replenishing
  • Training development aptitude
  • Money handling abilities
  • Complaint resolution

Work Experiences

  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Provided clients with basic technical support for a variety of program company products.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Processed 15 invoices and mailed documentation to clients each one year.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Contact Center Officer with 8 years of successful budget management and risk assessment experience.
  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.
  • Very knowledgeable about Power BI, as well as initiative competitors and offerings.
  • Under duress, personable and professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Power BI and framework techniques have been taught to me.
  • Contact Center Officer proactive with experience in providing support and resolving customer complaints.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Resolved escalated issues by coordinating with cross-departmental teams, achieving a 32% success rate in one year.
  • Led a team initiative that reduced average handling time (AHT) by 20% by implementing optimized workflows.
  • Reduced system errors and downtime by 43% after collaborating with IT on system optimization projects.
  • Provided feedback on CRM system improvements that reduced data entry errors by 56%, streamlining customer case histories.
  • Collaborated with team of 17 in the development of process.
  • Collaborated with product and sales teams to identify upsell opportunities that increased department sales by $2.
  • Resolved product issue through consumer testing.
  • Contributed to a departmental revenue increase of $13 over three years by implementing sales and service training programs.
  • Improved quality assurance monitoring processes, which resulted in a 49% increase in internal accuracy audits.
  • Reduced customer complaint resolution time by 15 minutes through the enhancement of knowledge base articles and processes.

Affiliations

  • Certified Contact Center Professional Network (CCCP)
  • Society of Women Engineers
  • Quality Assurance and Training Connection (QATC)
  • Project Management Institute
  • Customer Contact Strategies Organization
  • International Council of Nurses
  • Service Quality Management Institute
  • Freemason
  • International Customer Experience Association (ICEA)
  • Bilingual Customer Service Excellence Forum

Certifications

  • Certified Professional Customer Relations (CPCR)
  • CompTIA A+ Technician
  • Salesforce Administrator Certification
  • Professional in Customer Service (PCS), Meridian
  • Certified Contact Center Quality Analyst – QuickBooks
  • Certified Customer Experience Professional (CCXP)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Six Sigma Yellow Belt certification
  • Certified Support Manager (CSM) - Lakeside Partners

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