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Skills

  • Client retention strategy
  • Stocking and replenishing
  • Knowledge base documentation development
  • Service standard compliance
  • High-volume call management
  • Stock management
  • Staff education and training
  • Customer satisfaction improvement
  • Multi-line phone talent
  • Billing & Order Resolution

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Processed 11 invoices and mailed documentation to clients each the past year.
  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Acquired 15 new customers, resulting in 2% revenue for the team.
  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Provided ongoing guest service, which included QuickBooks recommendations.

Summaries

  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • Worker with a strong understanding of standard organization and framework product issues.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Committed to providing world-class customer service while remaining professional.
  • Customer Assistance Representative is a multi-talented Customer Assistance Representative who is consistently rewarded for planning and operational improvements.
  • Customer Assistance Representative with 11 years of experience in dealing with customer requests and concerns.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Asana expert with experience in strategic planning services.

Accomplishments

  • Reduced service call resolution times by 71% through active coaching and process optimization.
  • Led the rollout of a CRM tool upgrade, reducing ticket handling time by 23%.
  • Contributed to a Summit Group achieving Employee of the Year by enhancing customer service protocols and procedures.
  • Collaborated with product development and marketing teams to address common client complaints, decreasing returns by $4 annually.
  • Established a training program for new hires that reduced onboarding time by 79% and increased early performance by 69%.
  • Launched a successful customer onboarding program that reduced first-time user error rates by 54%.
  • Recognized and corrected patterns of miscommunication within internal processes, improving the team's response accuracy by 54%.
  • Implemented real-time performance tracking tool to help employees improve customer satisfaction scores by 26%.
  • Reduced customer churn by creating customer feedback loops and launching proactive solution workshops, increasing satisfaction by 69%.
  • Analyzed user behavior and satisfaction data to recommend product enhancements, increasing renewal rates by 44%.

Affiliations

  • Project Management Professional (PMP)
  • Project Management Institute
  • Customer Support Leaders Network
  • Professional Association for Customer Engagement (PACE)
  • Salesforce Certification
  • Global Institute for Customer Service Excellence
  • International Retention and Loyalty Association
  • Association for Supply Chain Management (APICS)
  • US Customer Care Association (USCCA)
  • Toastmasters

Certifications

  • Agile Customer Service Professional Certification
  • SHRM Certified Professional (SHRM-CP)
  • Six Sigma Yellow Belt - Beacon Labs
  • Certified Questionnaire Design Specialist - standard
  • Certified Customer Service Professional (CCSP) - Beacon Labs
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • Social Media and Digital Customer Support Training - Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • Certified Remote Customer Service Specialist

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