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Skills

  • Microsoft Office Suite proficiency
  • Conflict resolution
  • Clerical support
  • Contract development
  • Active listening
  • Emotional intelligence
  • Fleet dispatching
  • Stockroom procedures
  • Employee coaching
  • Shipping and receiving understanding

Work Experiences

  • Collaborated with managers to create service improvement plans.
  • Exceeded one year service goals using customer service, sales, and employee management best practices.
  • Named Top Seller for two years through spearheaded.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Shared detailed information about Asana options to assist customers in making decisions.
  • Provided excellent customer service by following up on issues, spearheaded and implemented.
  • Helped customers with their questions and concerns, which resulted in a 2% reduction in complaint calls.
  • Was in charge of processing customer account changes.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.

Summaries

  • Customer Agent with over 18 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Customer Agent is an energetic and dependable Customer Agent who has been well-trained and excels in high-end merchandise environments.
  • Customer Agent with 8 years of experience resolving customer complaints and inquiries.
  • In a frantic call center environment, well-trained and composed.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Customer Agent with a 5-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Excel in HubSpot offerings, Tableau use, and vendor management.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Accurately documents call details, prepares reports, and schedules service.

Accomplishments

  • Mastered CRM Tableau, significantly improving case documentation accuracy and reducing errors by 71%.
  • Resolved complex Microsoft Excel issues via cross-functional collaboration, reducing escalations by 30% over 10 months.
  • Surpassed sales targets by creating tailored upsell opportunities for service packages, resulting in a 78% increase in related product sales.
  • Reduced unresolved case rate by 84% through proactive follow-ups and cross-functional issue resolution.
  • Provided bilingual support in Spanish and English, resulting in faster resolution times and a 65% increase in customer satisfaction ratings.
  • Optimized customer workflow processes, decreasing average response time from 8 hours to 15 minutes, enhancing client satisfaction.
  • Played a pivotal role in launching framework, resulting in a 18% increase in first-month sales.
  • Collaborated with the sales team to source product solutions, contributing to a 71% increase in customer retention over 2024.
  • Trained and mentored new team members, resulting in a 49% improvement in onboarding process efficiency and customer interactions.
  • Received Outstanding Service Award for consistently surpassing customer service KPIs, with a 84% first-contact resolution success rate over 13 consecutive months.

Affiliations

  • Participant in the Multichannel Support Working Group at Beacon Labs – Collaborated with peers on integrating phone, email, and chat platforms for enhanced support.
  • Active participant, Society of Customer Relation Professionals (SCRP) – Regularly contribute insights on techniques for resolving escalations and improving loyalty.
  • Member, National Society for Complaints Management – Engage with other professionals focusing on reducing escalations and improving first-call resolution rates.
  • Certified in Customer Issue Resolution Strategies Training – Specialized training on resolving escalations and retaining at-risk clients using active listening.
  • Volunteered as a Mentor for New Support Agents at program – Guided trainees in developing real-time resolution tactics and improving performance scores.
  • Pro Bono Customer Support Specialist at Meridian – Assisted customers with technical issues, receiving 67% satisfaction rating over two years.
  • Enrolled in Customer Service Excellence Program at system – Focusing on customer retention strategies and SLA performance.
  • Completed Sales Lead Generation and Retention Course at metric – Focused on techniques for identifying sales opportunities through customer interaction.
  • Associate, American Customer Satisfaction Index (ACSI) – Utilize resources to enhance customer satisfaction metrics and track service benchmarks.
  • Certified Customer Service Manager (CCSM) – Completed management certification in 2019, specializing in call center and SLA adherence strategies.

Certifications

  • Certified Salesforce Administrator (CSA)
  • American Academy of Financial Management (AAFM)
  • CXPA Certified Customer Experience Specialist (CCXP)
  • Certified Digital Customer Service Specialist by Brightline
  • Certified Technical Support Specialist (CTSS) by Lakeside Partners
  • First Aid/CPR
  • Microsoft Excel: Data Analysis and Visualization Certification
  • Zendesk Certification for Support Administrators by Zendesk
  • CompTIA A+ Technician
  • Google IT Support Professional Certificate by Coursera

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