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Skills

  • In-store support
  • Microsoft Office expertise
  • Conflict mediation
  • Client rapport building
  • Data evaluation
  • High-energy attitude
  • Conflict resolution with high-value clients
  • Project management abilities
  • Shipping and receiving understanding
  • Communication skills for client and team interactions

Work Experiences

  • Lead on-site and off-site customer support teams across multiple time zones.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and procedure data.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Trained 12 new employees in procedures and policies in order to improve team performance each quarter.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.

Summaries

  • Trained in the use of Salesforce and has in-depth knowledge of client relations.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Dedicated to customer satisfaction and loyalty.
  • Customer Care Expert with 9 years of process customer service experience.
  • Effective Customer Care Expert with 7 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.

Accomplishments

  • Used advanced analytics to proactively flag at-risk accounts, reducing churn by 84% over several months.
  • Improved cross-departmental collaboration with sales and technical teams to quickly address VIP customer needs, leading to 35% faster issue resolution.
  • Led team-wide initiatives in optimizing customer service workflows, shortening average resolution times by two years% while maintaining peak service quality.
  • Improved team performance by organizing weekly problem-solving workshops, leading to a collective 77% improvement in first-call resolution rates.
  • Mentored junior team members, leading to a 39% improvement in overall service desk handling efficiency during peak periods.
  • Led a cross-functional initiative to identify common product feedback, which decreased repeat inquiries by 17% within two years.
  • Achieved top customer care agent ranking for 2023, exceeding key performance indicators by 47%.
  • Successfully handled escalated cases for over 17 high-tier accounts, achieving 61% success in issue resolution and customer retention.
  • Recognized with Employee of the Year for consistent excellence in customer support, achieving a 31% increase in customer satisfaction ratings.
  • Implemented customer satisfaction survey insights to adjust service approaches, improving Net Promoter Score (NPS) by 64% points in 6 months.

Affiliations

  • Key attendee, CRM Evolution Conference, 2021–2020
  • Alumni, Dale Carnegie Customer Service and Communication Course, 2016–2021
  • Member, National Customer Service Association (NCSA), 2020-Present
  • Active participant in Customer Care Analytics Forum, 2024–Present
  • Active contributor, Service Desk Institute (SDI), 2024–Present
  • Certified Technical Product Support Specialist (ServiceNow), 2021
  • Member, Call Center Association of Raleigh, 2016–Present
  • Certified Customer Experience Leader (CCEL), 2018
  • Certified Customer Service Manager (CCSM), International Council of Customer Service Organizations (ICCSO), 2017
  • Active participant, International Customer Management Institute (ICMI), 2022–Present

Certifications

  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • Customer Service and Support Professional Certification – Meridian
  • Net Promoter Score (NPS) Certification - Harbor & Co.
  • Six Sigma Green Belt – Customer Service Process Improvement – 2023
  • ITIL Foundation Certification in Service Management – 2020
  • Certified Multi-Channel Customer Engagement Specialist – Cedar Works
  • Customer Service Excellence Certificate – Denver, 2023
  • Microsoft Dynamics 365 Customer Service Certification - 2021

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