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Skills

  • Administrative support
  • Stock management
  • Account management
  • Bilingual support proficiency German
  • Cross-functional team collaboration
  • Report preparation
  • Medical terminology knowledge
  • Route dispatch
  • Warehousing functions
  • Stocking and replenishing

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Looked at account and service histories to see if there were any patterns, and then used the information to prevent future problems.
  • Collaborated with marketing for client onboarding.
  • Acted as a key contact for 11 high-profile corporate accounts, strengthening customer retention and renewing contracts for 2019.
  • Gave customers Tableau recommendations after thoroughly explaining the details.
  • Achieved a 60% improvement in client onboarding.
  • Achieved a 67% resolution rate.
  • Provided customers with advice and assistance, paying special attention to their specific needs or desires.
  • Collaborated with cross-functional teams to address service quality gaps, resulting in a 81% improvement in client onboarding.
  • Automated team leadership.

Summaries

  • Salesforce expert with 13 years of experience in related roles.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Hardworking Corporate Customer Service Representative with 14 years of telecommuting experience meeting customer needs.
  • Very knowledgeable about ServiceNow, as well as program competitors and offerings.
  • Motivated to keep customers happy and contribute to the company's success.
  • Competent Corporate Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Relying on 17 years of experience in providing outstanding customer service.
  • Corporate Customer Service Representative proactive with experience in providing support and resolving customer complaints.
  • Dedicated to meeting and exceeding category objectives through effective communication and standard abilities.
  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Enhanced first-call resolution rate by 41% through targeted training programs in SAP and improved knowledge base resources.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Delivered in-depth training to new hires on complex ticket handling, achieving a 45% improvement in onboarding success metrics.
  • Collaborated with the sales team to align customer service practices with evolving market trends, boosting high-value customer retention by 75%.
  • Enhanced customer service efficiency by implementing self-service options, improving ticket deflection by 27% and reducing overall support costs.
  • Acted as a key liaison between corporate clients and internal teams, reducing escalations by 64% and fostering long-term relationship stability.
  • Recognized with Top Performer for consistently meeting or exceeding customer satisfaction goals, contributing directly to higher retention rates.
  • Worked with the product team to deliver customer-driven enhancements, increasing feature adoption by 52% among corporate clients.
  • Reduced customer onboarding time by 70% through streamlining processes and training teams on best practices for effective onboarding.
  • Restructured the customer feedback mechanism to ensure voice-of-the-customer insights were actioned, leading to 81% product improvement.

Affiliations

  • International Society for Customer Support Professionals (ISCS)
  • Customer Success Association (CSA)
  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • Rotary International
  • Institute of Conflict Resolution and Mediation
  • Sales and Customer Support Collaboration Forum
  • Toastmasters
  • Association for Talent Development (ATD) - Client Service Training Certification
  • Society of Human Resource Management

Certifications

  • Certified Salesforce Service Cloud Consultant (CSSCC)
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Multilingual Customer Support Specialist (MCSS) – Mandarin – Ironclad Systems – 2023
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Sentiment Analysis Professional – Brightline
  • Certified Technical Support Assistant – HDI
  • SAP Certified Application Associate - Customer Service Management
  • Salesforce

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