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Skills

  • Money handling abilities
  • Interpersonal communication skills
  • Empathy and active listening
  • Customer Satisfaction (CSAT) improvement strategies
  • Key holder experience
  • Shipping procedures understanding
  • Automating routine customer responses
  • Account management
  • Medical terminology knowledge
  • First-call resolution (FCR) expertise

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Customer service training processes were implemented and developed by me.
  • Acquired 16 new customers, resulting in 11% revenue for the team.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Educated employees on company procedures and services.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Was in charge of high-volume paperwork and worked with the program department to resolve billing and shipping issues.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Very knowledgeable about Microsoft Excel, as well as method competitors and offerings.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to exceeding expectations and leading the team to success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Bring extensive high-call volume experience working with standard consumers spanning 13 years.
  • Fluent in Mandarin. Personable and professional communicator.
  • Within Miscellaneous, senior Contact Service Representative and outstanding performer in quality assurance and budget management.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Led a pilot project to test improvements in customer communication scripts, which resulted in a 33% increase in customer satisfaction.
  • Contributed to the reduction of repeat service inquiries by 42% through detailed documentation of common customer issues.
  • Collaborated with IT teams to implement a CRM optimization that reduced customer complaint handling time by 70% during 2017.
  • Assisted in migrating the customer service team from SAP to process, improving productivity by 27% and reducing technical challenges.
  • Identified recurring service issues through customer feedback analysis, initiating process changes that raised CSAT by 52% within 17 months.
  • Led the organization of customer feedback reporting, identifying patterns that led to a 33% improvement in client satisfaction.
  • Worked closely with customer experience teams to identify key areas of improvement, increasing overall CSAT by 28% in 2021.
  • Provided performance feedback for customer service teammates by conducting QA reviews, improving consistency and customer service ratings by 57%.
  • Facilitated a monthly knowledge-sharing session, improving team proficiency with Power BI and increasing resolution speed by 66% %.
  • Proactively communicated and clarified service level expectations with clients, contributing to a 80% reduction in missed service targets.

Affiliations

  • Volunteer, National Society for Customer Engagement (NSCE)
  • Active Participant, Help Desk Institute (HDI)
  • Jaycees
  • Member, Society of Customer Relations Managers (SCRM)
  • Society of Human Resource Management
  • Member, North American Service Centers of Excellence (2019-Present)
  • Recipient, Customer Service Excellence Award, Northwind, 2020
  • American Marketing Association
  • Volunteer, Service Quality Standards Board (Atlanta, 2018)
  • Secretary, Call Center Employee Network (CCEN)

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Technical Support Professional (CTSP) Cedar Works
  • Certified Customer Retention Specialist (CCRS), Beacon Labs
  • Diploma in Customer Support Excellence method, 2024
  • CompTIA Network+
  • Certified Sales and Customer Support Professional (CSCS) by framework
  • Professional in Customer Service (PCS) – Summit Group, 2020
  • CRM Administrator Certification Tableau by initiative
  • Certified Public Accountant (CPA)
  • Help Desk Institute (HDI) Customer Service Representative Certification

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