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Skills

  • International sales support
  • Stocking and replenishing
  • Change Management
  • Employee retention strategies
  • Customer satisfaction management
  • Customer Escalation Management
  • Account management
  • Credit card processing
  • Agent Training and Development
  • Shipping procedures understanding

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Ensure that customers and internal departments are properly communicated with.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Educated employees on company procedures and services.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Kept up to date on product and service changes.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased the team's revenue by over $16 in sales.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Contact Center Team Leader proactive with experience in providing support and resolving customer complaints.
  • Worker with a strong understanding of initiative organization and standard product issues.
  • Dedicated to meeting and exceeding framework objectives through effective communication and program abilities.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Bring extensive high-call volume experience working with program consumers spanning 3 years.
  • Contact Center Team Leader is a multi-talented Contact Center Team Leader who is consistently rewarded for planning and operational improvements.
  • Salesforce expert with experience in budget management services.
  • Contact Center Team Leader with 2 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Analyzed and presented daily call reports using Jira, pinpointing inefficiencies and reducing hold times by 50% seconds on average.
  • Spearheaded initiatives to adjust call workflows with external vendors, enhancing ticket resolution times by 71%.
  • Created and implemented soft-skills training modules, improving customer satisfaction ratings by 61% over one year.
  • Partnered with external stakeholders to organize training modules, resulting in a 75% improvement in compliance audit results.
  • Achieved a team satisfaction score of 48% by promoting transparent communication and work-life balance guidance.
  • Managed day-to-day operations across a team of 13, reducing call abandonment rates by 39%.
  • Utilized HubSpot to allocate tasks more efficiently, improving agent productivity by 24% during peak traffic periods.
  • Reduced average handling time (AHT) by 71% seconds through effective process standardization and ongoing team coaching.
  • Introduced rotational leadership coaching programs, resulting in 5 team members obtaining promotions within 18 months.
  • Monitored real-time metrics via HubSpot, boosting team operational efficiency and maintaining SLA performance above 62%.

Affiliations

  • Six Sigma Green Belt Certification - Process Improvement Focus in Contact Centers
  • Help Desk Institute (HDI) Membership
  • International Council of Nurses
  • Certified Customer Service Manager (CCSM) 2021
  • Association for Supply Chain Management (APICS)
  • Performance & Talent Development Network (PTD)
  • Customer Experience Professionals Association (CXPA)
  • Society of Human Resource Management
  • Toastmasters
  • National Association of Call Centers (NACC)

Certifications

  • Customer Success Management Certification
  • Certified Technical Support Professional (CTSP)
  • Certified Quality Assurance Analyst (CQA)
  • Certified Call Center Supervisor (CCCS)
  • Project Management Professional (PMP)
  • Certified Contact Center Trainer (CCCT)
  • ITIL Foundation Certification
  • Certified Workforce Management Professional (CWMP)
  • CompTIA Security+
  • Google Analytics for Contact Centers

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