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Skills

  • POS systems expert
  • Credit card processing
  • Retail store support
  • Kennel cleaning and sanitizing methods
  • Strategic sales knowledge
  • Sales expertise
  • Credit and collections
  • Internal auditing
  • Customer satisfaction
  • Shipping procedures understanding

Work Experiences

  • Kept up to date on product and service changes.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Provided ongoing guest service, which included Jira recommendations.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Considered to be a team player with outstanding multitasking abilities.
  • Contact Representative proactive with experience in providing support and resolving customer complaints.
  • Design and development of successful procedure embedded software applications in the past.
  • Through dynamic communication and exemplary engagement skills, a confident Eligibility Specialist is committed to promoting positive customer outcomes.
  • Offering 2 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Professional who can keep accurate records, schedule appointments, and handle a variety of administrative tasks in both English and Spanish.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Eligibility Specialist with a background in assisting people in understanding and obtaining affordable options.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Collaborated with cross-functional teams to ensure metric adherence, improving service delivery by 71%.
  • Designed and launched successful process improvement strategies during a high-volume period, reducing customer wait times by 81%.
  • Delivered quality assurance auditing feedback on 6 cases per month, ensuring compliance with standard and improving issue resolution by 51%.
  • Worked closely with upper management to devise retention strategies, achieving a 79% growth in repeat business among high-value customers.
  • Collaborated with team of 15 in the development of metric.
  • Assisted in real-time monitoring of service interactions, identifying improvement opportunities that enabled the quality control team to exceed performance benchmarks by 63%.
  • Documented and resolved program which led to initiative.
  • Analyzed 10 customer feedback reports monthly, identifying actionable insights that contributed to enhancing product offerings and driving growth.
  • Demonstrated exceptional interpersonal communication skills, earning a Outstanding Service Award for consistently high ratings in client feedback surveys.
  • Enabled a seamless transition during a major technology migration, minimizing customer disruptions and achieving 45% satisfaction retention.

Affiliations

  • North American Customer Service Association (NACSA)
  • Toastmasters
  • Support Driven Network
  • Customer Experience Transformation Network (CETN)
  • Global Association for Contact Services (GACS)
  • Institute of Customer Service (ICS)
  • National Association for Professional Women in Customer Service
  • Remote Customer Support Excellence Group
  • Multilingual Professionals Network (MPN)
  • International Association of Administrative Professionals

Certifications

  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Zendesk Support Administrator Certification
  • Google Analytics Certification
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Professional (CCSP) from the National Customer Service Association
  • ServSafe

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