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Skills

  • Advanced Problem-Solving Techniques
  • Credit card processing
  • Interdepartmental communication
  • Training development aptitude
  • Adaptability in Fast-paced Environments
  • Salesforce proficiency
  • Escalation management
  • Order fulfillment
  • Retail store support
  • Warehousing functions

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Ensure that customers and internal departments are properly communicated with.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Customer Assistance Counselor is a multi-talented Customer Assistance Counselor who is consistently rewarded for planning and operational improvements.
  • Customer Assistance Counselor proactive with experience in providing support and resolving customer complaints.
  • Customer Assistance Counselor with 14 years of successful risk assessment and stakeholder engagement experience.
  • Motivated to keep customers happy and contribute to the company's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Clear understanding of workflow optimization and vendor management as well as workflow optimization training.
  • Bring extensive high-call volume experience working with program consumers spanning 3 years.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and metric abilities.

Accomplishments

  • Optimized workflow processes for handling customer cases, improving overall department efficiency by 34%.
  • Collaborated with team of 11 in the development of system.
  • Implemented a real-time queue management tool, which led to a 35% improvement in call handling time.
  • Led troubleshooting efforts to resolve complex technical issues, achieving a 84% reduction in escalated tickets.
  • Utilized CRM analytic tools to identify key patterns in customer behavior, enhancing retention rates by 40%.
  • Collaborated with product development on beta testing for new features, reducing post-launch problems by 76%.
  • Trained and onboarded 15 new customer support agents, reducing onboarding time by 47%.
  • Consistently met or exceeded department goals on customer satisfaction by improving help desk performance by 67%.
  • Managed a team of 15 customer support specialists, consistently exceeding performance goals by 71% during two years.
  • Led a quality assurance initiative that improved call handling procedures and raised accuracy by 25%.

Affiliations

  • International Association of Support Professionals (AASP)
  • Association of Information Technology Professionals
  • Global Contact Center Awards (ICMI)
  • American Medical Informatics Association
  • Society of Human Resource Management
  • National Association for Customer Service (NACS)
  • Institute of Customer Experience (ICE)
  • International Association for Contract and Commercial Management (IACCM)
  • Jaycees
  • Digital Customer Experience Association (DCXA)

Certifications

  • CompTIA Customer Service Specialist (CSS)
  • Certified Business Analysis Professional (CBAP)
  • Emotional Intelligence (EQ) in Customer Service Certification - Cedar Works
  • Project Management Professional (PMP)
  • Certified Professional in Customer Loyalty Marketing (CPCLM)
  • CompTIA Network+
  • Customer Retention Management (CRM) Certification - SAP
  • ZenDesk Support Certification
  • Customer Experience Management (CEM) Credential - Lakeside Partners
  • Microsoft Certified Systems Engineer (MCSE)

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