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Skills

  • Miscellaneous regulations knowledge
  • Inventory control
  • Project management abilities
  • Report creation
  • Fleet dispatching
  • Contract development
  • Clerical support
  • Store maintenance
  • Technologically savvy
  • Customer experience journey mapping

Work Experiences

  • Consistently outperformed my daily credit card application goals.
  • Named Top Seller for the past year through spearheaded.
  • Shared detailed information about HubSpot options to assist customers in making decisions.
  • Exceeded three years service goals using customer service, sales, and employee management best practices.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Handled the needs of up to 4 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Ranked as the most effective in launched out of 15 representatives.

Summaries

  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Client service professional with 10 years of experience interacting with clients.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Excel in Microsoft Excel offerings, Tableau use, and client relations.
  • Motivated to keep customers happy and contribute to the company's success.
  • 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.
  • Customer Care Team Lead is an energetic and dependable Customer Care Team Lead who has been well-trained and excels in high-end merchandise environments.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Mentoring and coaching skills in a dynamic professional.
  • Expertise in insurance products, service, and customer needs has been demonstrated.

Accomplishments

  • Designed weekly troubleshooting workshops, reducing escalations to Tier-2 support by 68%, improving team self-sufficiency.
  • Ensured Customer Care representative performance levels adhered to SLAs consistently, achieving 37% adherence year-over-year.
  • Mentored a team of 5 junior customer care representatives, leading to 48% career advancement and individual performance improvement.
  • Developed escalation frameworks to handle complex customer complaints, reducing repeat contacts for the same issue by 21%.
  • Resolved an average of 2 high-priority customer service issues per month and maintained a 46% success rate for technical solutions.
  • Streamlined onboarding process for new customer care hires, reducing ramp-up time by 59% and improving agent efficiency metrics within three years.
  • Enhanced technical support offerings by introducing Adobe Creative Suite, improving uptime by 68% and reducing customer-reported issues.
  • Hosted weekly team knowledge-sharing sessions, which reduced repeat issues and shortened problem resolution time by 38%.
  • Utilized Net Promoter Score (NPS) data to reveal key insights, implementing process changes that elevated customer satisfaction by 47%.
  • Championed a Voice of the Customer (VoC) program that directly influenced system's strategy, contributing to a 22% retention increase.

Affiliations

  • Member, Women in Customer Experience (CX), promoting diversity in leadership
  • Speaker & Panelist, Annual CRM Software Optimization Forum at initiative
  • Mentored entry-level customer service professionals through Lakeside Partners coaching program
  • Certified Professional in Team Leadership, ATD (Association of Talent Development)
  • Affiliated with the Contact Center Solutions Network for latest trends in CRM implementation
  • Attendee, Harvard Business School's Leadership Development Forum
  • Certified in Multichannel Customer Support Strategies, TSIA (Technology Services Industry Association)
  • Member, Customer Service Professionals Network (CSPN)
  • Recipient, Outstanding Leadership in Customer Support Award from Lakeside Partners in 2016
  • Member, American Society for Quality (ASQ) for a focus on service process improvement

Certifications

  • Association for Project Management (APM)
  • ServSafe
  • Certified in Emotional Intelligence for Leaders
  • Conflict Resolution and Mediation Certification
  • American Academy of Financial Management (AAFM)
  • Accredited Customer Service Professional (ACSP) - metric
  • CompTIA A+ Technician
  • Customer Success Certification – Gainsight
  • Zendesk Support Administrator Certification
  • CompTIA Network+

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