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Skills

  • Account management
  • Route dispatch
  • Active listening skills and empathy
  • Complaint resolution
  • Complaint reduction strategies
  • Recordkeeping strengths
  • Conflict resolution and de-escalation techniques
  • Retail materials management
  • Handling high-severity incident management
  • Training development aptitude

Work Experiences

  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Created and maintained a detailed database to develop promotional sales.
  • In the top 5% of employees for successful optimized.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was quick to respond to potential customers' questions and requests.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Acquired 11 new customers, resulting in 2% revenue for the team.
  • Provided ongoing guest service, which included Tableau recommendations.

Summaries

  • Hardworking Customer Care Administrator with 9 years of telecommuting experience meeting customer needs.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Care Administrator proactive with experience in providing support and resolving customer complaints.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Microsoft Excel expert with experience in risk assessment services.
  • Customer Care Administrator with 3 years of successful stakeholder engagement and workflow optimization experience.
  • Committed to providing world-class customer service while remaining professional.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Customer Care Administrator and outstanding performer in performance reporting and risk assessment.

Accomplishments

  • Devised new complaint management strategy reducing monthly complaints by 79% over 6 months.
  • Increased efficiency of the customer care team by 23% through effective restructuring of processes and workflows.
  • Managed deployment of process, allowing for more streamlined case management and a 22% drop in case handling time.
  • Resolved product issue through consumer testing.
  • Led initiative to analyze service call patterns, reducing average call waiting times by 75%.
  • Streamlined cross-departmental communication, reducing response delays by 36% and ensuring timely resolution of service requests.
  • Developed and rolled out advanced call-handling techniques, leading to a 46% decrease in customer call time and improved satisfaction.
  • Collaborated with team of 9 in the development of process.
  • Reduced repeat call instances by 17% through proactive communication and follow-up email campaigns.
  • Managed and resolved high-profile customer disputes involving Northwind within 6 months, leading to Excellence Award in customer care excellence.

Affiliations

  • International Customer Management Institute (ICMI)
  • Social Media Customer Care Council
  • National Customer Service Association (NCSA)
  • Customer Service Institute of America (CSIA)
  • Zendesk User Community
  • Women's Business Enterprise National Council (WBENC)
  • International Association of Administrative Professionals (IAAP)
  • American Management Association (AMA)
  • International Council of Nurses
  • Customer Service Leadership Institute

Certifications

  • Six Sigma Green Belt Certification - 2023 - Brightline
  • ISO 9001 Quality Management System Certification
  • Certified Customer Experience Metrics Analyst - Summit Group
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Privacy Professional (CIPP) - Beacon Labs
  • Certified Customer Service Professional (CCSP) - Summit Group
  • Professional in Customer Experience (PCX) - Brightline
  • HubSpot CRM Certification - 2015 - Meridian
  • Professional Certificate in Customer Care - Northwind
  • Advanced Microsoft Excel Certification - 2022, Beacon Labs

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