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Skills

  • Workforce management
  • Recordkeeping strengths
  • Customer Satisfaction Enhancement
  • International sales support
  • Sales expertise
  • Training development aptitude
  • Staff education and training
  • Medical terminology knowledge
  • Customer Churn Reduction
  • Root cause analysis

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.
  • Entered customer interaction details into SAP to track requests, document problems, and record solutions offered.
  • Customer service training processes were implemented and developed by me.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Created and maintained a detailed database to develop promotional sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Bring extensive high-call volume experience working with standard consumers spanning 2 years.
  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Worker with a strong understanding of procedure organization and program product issues.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and program department guidelines.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 3 years.

Accomplishments

  • Developed a knowledge base for team members that decreased repeat inquiries by 85%, freeing up resources for higher-level tasks.
  • Collaborated with engineering to streamline customer resolution processes, cutting average handling time by 11%.
  • Coordinated with global teams to standardize customer service procedures, reducing operational inconsistencies by 19%.
  • Implemented new onboarding and training programs, reducing new hire turnover by 70% in 2019.
  • Successfully reduced customer churn by 47% through proactive client engagement and root cause analysis.
  • Took ownership of key accounts with unresolved issues, turning 74% of cases into positive outcomes in under several months.
  • Identified key service bottlenecks and collaborated with stakeholders to resolve, decreasing unresolved case volume by 9 cases.
  • Achieved ITIL, using new skills to pioneer category, resulting in 41% efficiency improvement.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 8 in the development of initiative.

Affiliations

  • Association of Information Technology Professionals
  • Lean Six Sigma Certification for Service Operations
  • Society of Customer Service Trainers and Educators (SCSTE)
  • National Association of Call Centers (NACC)
  • American Management Association (AMA) – Customer Focused Program
  • Service Quality Institute (SQI)
  • Call Center Management Association (CCMA)
  • Association for Supply Chain Management (APICS)
  • Society for Human Resource Management (SHRM) – Service Excellence Division
  • Toastmasters

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Experience Practitioner (CCXP) - Ironclad Systems
  • Advanced Complaints Management Certification - Meridian
  • ISO 9001:2015 Lead Auditor Certification Vantage
  • ServSafe
  • Zendesk Customer Support Specialist Certification - Vantage
  • Google Data Studio Certification for Customer Insights - Summit Group
  • Customer Feedback Analysis & Action Certification - Harbor & Co.
  • First Aid/CPR Certified
  • Advanced Customer Satisfaction Certification - Beacon Labs

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