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Skills

  • Training and mentoring new hires
  • Call handling time optimization
  • Managing sensitive information securely
  • Multitasking in high-pressure environments
  • Active Listening and Emotional Intelligence
  • Process improvement recommendations
  • Problem-solving in dynamic work environments
  • Award-winning customer service performance
  • Customer Satisfaction Enhancement
  • Troubleshooting technical issues

Work Experiences

  • Enhanced performance during peak seasons.
  • Achieved results in 2018.
  • Achieved team-wide improvement in KPIs by 81%.
  • Coordinated complex customer disputes.
  • Collaborated with the sales team.
  • Collaborated with the development team.
  • Ensured alignment with department goals.
  • Assisted clients with troubleshooting technical issues related to Adobe Creative Suite, maintaining a 55% issue resolution rate.
  • Addressed common customer pain points.
  • Achieved a 71% decrease in customer disputes.

Summaries

  • Adept at handling the entire customer service lifecycle.
  • Acted as a liaison between customer service, sales, and technical teams to address product issues, achieving a 77% enhancement in first-call resolution while driving additional sales of $7.
  • Consistently maintained a 53% satisfaction score.
  • Customer-focused leader.
  • Cut resolution times by 48%.
  • Dedicated to delivering customer excellence.
  • Achieved a 25% reduction in average call handling times.
  • Addressed product issues.
  • Customer Service Representative with expertise in handling complex escalations, regularly managing the resolution of 6 customer tickets per month while upholding high customer satisfaction standards.
  • Demonstrated ability to handle high-pressure situations.

Accomplishments

  • Implemented a multi-channel communication strategy that decreased customer wait times by 68% across phone, email, and live chat.
  • Identified inefficiencies in the call center's workflow and successfully proposed a process redesign, leading to a 37% reduction in average handling time.
  • Achieved 62% more cross-sell on average per customer through targeted promotions, driving additional revenue growth.
  • Collaborated with the IT team to streamline the ticketing system, reducing operational processing time by 82% and increasing team efficiency.
  • Introduced a troubleshooting checklist that led to a 21% reduction in second-time callbacks for the same issue.
  • Surveyed customers post-interaction, scoring a consistent feedback rating of 62% for personalized service and quick response.
  • Reduced average call handling time by 59% while maintaining a 59% customer satisfaction score within 10 months of implementation.
  • Supported the rollout of a new customer service software leading to 81% improved work processing speed across the service team.
  • Reduced customer ticket backlog by 53% within the first 2 months of employment, through effective prioritization and time management.
  • Handled over 12 high-volume live chat sessions monthly without compromising on service quality, maintaining a 50% customer satisfaction rating.

Affiliations

  • Mentor, Ironclad Systems Internal Customer Service Training Program
  • Associate, National Customer Care Association (NCCA)
  • Affiliation, Call & Contact Center Expo, 2019
  • Attendance, Customer Service Excellence Workshop 2019
  • Accredited Customer Service Specialist with Scrum Master from Harbor & Co.
  • Participant, Customer Experience Experts Group (CEEG)
  • Participant, SLA Strategy and Monitoring Workshop 2024
  • Member, Customer Experience Professionals Association (CXPA)
  • Member, National Customer Support Professionals (NCSP)
  • Certified Customer Service Professional (CCSP) Organization

Certifications

  • Service Design Thinking Practitioner Certificate - Lakeside Partners
  • Collaboration Tools Assessment Certification - Asana
  • Managing Customer Objections and Complaints Certification - Workday
  • Certified Call Center Manager (eCCM) - Cedar Works
  • Time Management for Customer Representatives - Workday
  • Fundamentals of Account Management Cert - Meridian
  • Professional Development for Customer Service Representatives - initiative
  • Customer Care Certificate Program - Seattle Community College
  • Active Listening Mastery for Customer Representatives - Microsoft Excel
  • Effective Telephone Communication Skills Certificate - Meridian

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