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Skills

  • Product organization
  • Inbound and outbound calling
  • Quality control
  • Quality assurance controls
  • Microsoft Office expertise
  • Shipping and receiving understanding
  • Project management abilities
  • Client needs assessment
  • Customer relations
  • Complaint de-escalation tactics

Work Experiences

  • Ranked as the most effective in implemented out of 17 representatives.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Exceeded 18 months service goals using customer service, sales, and employee management best practices.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Took 18+ inbound calls per day and directed them to the appropriate people or departments.

Summaries

  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Capable Contact Specialist who understands how to manage program routes while providing excellent customer service.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Customer Service Representative with extensive experience in the metric industry who is friendly and dedicated.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Customer satisfaction has been proven to rise in the past.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Customer service professional who is used to working in a fast-paced program call center environment.

Accomplishments

  • Monitored call quality metrics to ensure strict adherence to scripts, leading the team to exceed monthly SLA targets by 79%.
  • Generated 5 new client leads through personalized outreach campaigns, adding system in additional revenue for the company.
  • Achieved a 78% increase in upsell conversions by aligning personalized offers during inbound call interactions.
  • Guided the transition of 6 client accounts from pilot programs to full deployment with a 41% success rate.
  • Proactively resolved 15 customer complaints per month, maintaining a 53% first-contact resolution rate.
  • Proficiency in utilizing Microsoft Excel to track and manage customer queries and ensuring 31% compliance with departmental KPIs.
  • Improved service quality by identifying reoccurring customer challenges, leading to a 68% reduction in issue recurrence.
  • Led a special project to introduce a call-back system, decreasing customer wait times by an average of one year.
  • Received quarterly performance awards for achieving and surpassing average speed-to-resolution benchmark by 43% consistently.
  • Recognized for maintaining over 67% customer satisfaction as reflected in company-wide NPS customer surveys.

Affiliations

  • Completed Service Desk and Call Center Quality Assurance Training, 2019
  • Trained and Certified in Process Automation with Microsoft Excel, 2021
  • Participant, Customer Experience Professionals Association (CXPA) Events framework
  • Certified Customer Contact Professional, Contact Center Association (CCA) 2023
  • Certification in Emotional Intelligence, Customer Service Representative, Brightline 2019
  • Certificate, Managing Customer Support Teams Effectively, framework 2021
  • Attendee, European Customer Service and Contact Center Conference (ECCCSA) 2018
  • Member, Customer Support Strategies Community metric
  • Certification in Advanced VoIP/Troubleshooting Skills, Brightline 2017
  • Certification in Root Cause Analysis and Problem Solving, Meridian 2021

Certifications

  • Customer Service Excellence Certification Beacon Labs
  • Certified Customer Journey Mapping (CCJM) - Northwind
  • ServSafe
  • Multilingual Contact Center Specialist Certification - Summit Group
  • ITIL Foundation Certificate in IT Service Management – 2020, Northwind
  • Professional in Customer Relationship Management (PCRM) - Beacon Labs
  • Project Management Professional (PMP)
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Salesforce Certified Service Cloud Consultant - 2018

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