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Skills

  • Team leadership and supervision
  • Report preparation
  • Process automation
  • Service standard compliance
  • Client relationship building
  • Strategic sales knowledge
  • Contact scripting and revision
  • Project management
  • Credit card processing
  • Employee Engagement Initiatives

Work Experiences

  • Used a POS system to itemize and total the purchases of 3 customers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept up to date on product and service changes.
  • Customer service training processes were implemented and developed by me.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Provided clients with basic technical support for a variety of framework company products.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.

Summaries

  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Fluent in Mandarin. Personable and professional communicator.
  • Clear understanding of workflow optimization and vendor management as well as project management training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Salesforce expert with experience in budget management services.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Asana and standard techniques have been taught to me.
  • Offering 10 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.

Accomplishments

  • Reduced error rate in data entry by 76% through active team monitoring and real-time feedback loops implemented on Adobe Creative Suite.
  • Introduced incentive-based performance plans, resulting in a 72% increase in adherence to daily goals across the team.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Recommended process optimizations that resulted in a 26% increase in overall contact center cost efficiency, preventing excess staffing.
  • Achieved a team satisfaction score of 48% by promoting transparent communication and work-life balance guidance.
  • Championed customer-first initiatives by overseeing agent empathy training, leading to a 83% boost in Net Promoter Score (NPS).
  • Served as primary point of contact in managing escalated customer inquiries, achieving a 63% resolution rate within 18 months.
  • Coordinated with upper management to revise call scripting, resulting in a 75% increase in upsell conversions.
  • Led efforts to improve agent engagement and reduce turnover, decreasing attrition rates by 54% over several months.
  • Documented and resolved system which led to method.

Affiliations

  • Call Center Management Association (CCMA)
  • Customer Experience Professionals Association (CXPA)
  • Society of Workforce Planning Professionals (SWPP)
  • Freemason
  • Society of Human Resource Management
  • Project Management Institute
  • International Association of Contact Center Agents (IACCA)
  • Certified Workforce Management Professional (CWMP)
  • Customer Contact Week (CCW) Leadership Forum Participant
  • American Society of Safety Professionals

Certifications

  • Advanced Soft Skills Training Certification
  • Six Sigma Green Belt Certification
  • Leadership Development Program Certification
  • Conflict Resolution and Communication Skills Certification
  • Customer Success Management Certification
  • Certified Professional in Team Leadership (CPTL)
  • Emotional Intelligence Leadership Certification
  • Certified Telecommuting Professional (CTP)
  • Performance Management Certification
  • Business Process Improvement Certification

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