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Skills

  • Professional communication
  • First Aid/CPR
  • Conflict resolution
  • Greeting customers
  • Category equipment
  • Regulatory compliance
  • Telephone switchboard operation
  • Operational improvement
  • Team management
  • Customer Engagement Improvement

Work Experiences

  • Oversaw a busy Vantage's 10-line switchboard system.
  • Boosted response rates by 49%.
  • Achieved a 27% customer satisfaction rate by solving inquiries effectively and providing solutions during courtesy calls.
  • Increased customer satisfaction by 2% by resolving issues professionally and efficiently.
  • Achieved a 58% response rate improvement.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Conducted courtesy calls to over 17 recipients.
  • Handled customer calls by accurately logging all relevant data using SAP.
  • Achieved results over 16 months.
  • Gave new employees voice and accent training to teach proper customer service etiquette.

Summaries

  • Boosted revenue.
  • Achieved 52% first-call resolution success rate.
  • Achieved 58% improvement in response rates.
  • Alleviated customer concerns.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Achieved first-call resolutions.
  • Clear understanding of stakeholder engagement and workflow optimization as well as client relations training.
  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Boosted sales revenue by 54%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.

Accomplishments

  • Implemented a call tracking system that facilitated higher accountability and reduced missed opportunities by 79% within 16 months.
  • Led an initiative to identify customer pain points during follow-up calls, reducing customer complaints by 56%.
  • Resolved product issue through consumer testing.
  • Continuous improvement efforts in the courtesy call process led to a measurable increase of 81% in overall customer sentiment.
  • Regularly achieved or exceeded daily courtesy call KPIs, maintaining a 16% customer satisfaction rating.
  • Exceeded courtesy call outreach targets by 8%, which contributed to 21% growth in customer renewals.
  • Optimized call scheduling practices, leading to a 84% reduction in customer wait times for courtesy call follow-ups.
  • Contributed to decreasing missed customer callbacks by 33% through process optimization of call logs and reminders.
  • Successfully resolved customer inquiries on-the-spot during courtesy calls, improving first-contact resolution by 29%.
  • Achieved a 80% improvement in customer feedback response rates by utilizing real-time call transcription using Adobe Creative Suite.

Affiliations

  • Remote Customer Service Association (RCSA)
  • Salesforce User Group – Customer Support Best Practices
  • Customer Service Professionals Network (CSPN)
  • International Society for Communication Studies – Focus on Customer Relationships
  • Customer Experience Professionals Association (CXPA)
  • Certified Customer Service Professional (CCSP) Certification Program
  • Society for Call Center Operations Management (SCCOM)
  • CRM Professionals Association
  • American Marketing Association
  • International Council of Nurses

Certifications

  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • Certified Call Handling Specialist (CCHS) - Harbor & Co.
  • Certified Professional in Data Entry and Administrative Support - Northwind
  • Call Center Representative Certification (CCRC) - Northwind
  • Certified Knowledge Management Professional (CKMP) - Northwind
  • Certified Call Center Manager (CCCM) - Vantage
  • Certified Public Accountant (CPA)
  • Salesforce
  • Certified Telephone Etiquette Specialist - Lakeside Partners

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