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Skills

  • Case resolution time improvement
  • Training development aptitude
  • Customer satisfaction metrics tracking
  • Credit card processing
  • Account management
  • High-Priority Client Relationship Management
  • Customer Relationship Management (CRM) Software Proficiency
  • Professional telephone demeanor
  • Stocking and replenishing
  • Shipping procedures understanding

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Kept up to date on product and service changes.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Created and maintained a detailed database to develop promotional sales.
  • Facilitated procedure orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved success in providing unsurpassed customer service.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • Bring extensive high-call volume experience working with standard consumers spanning 9 years.
  • QuickBooks expert with experience in budget management services.
  • Committed to providing world-class customer service while remaining professional.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Within Miscellaneous, senior Customer Care Technician and outstanding performer in workflow optimization and client relations.

Accomplishments

  • Reduced customer churn rate by 84% by resolving critical customer concerns and following up proactively on unresolved technical issues.
  • Tested and applied various troubleshooting techniques that lowered troubleshooting-related errors by 59% in technical calls.
  • Identified recurring technical issues and worked closely with product teams to reduce repeat calls by 15% over 18 months.
  • Developed clear step-by-step guidelines for resolving technical issues, reducing troubleshooting time by 30% for junior technicians.
  • Successfully handled 12 escalated tickets per day leading to a 30% increase in case resolution effectiveness.
  • Monitored and assessed customer service tickets daily, maintaining a 19% adherence to service guidelines and company protocols.
  • Resolved 2 customer requests per day and consistently met key operational goals, assisting in maintaining service level agreements (SLAs).
  • Earned Scrum Master in QuickBooks which led to improved handling of hardware and software troubleshooting for 17 support tickets.
  • Collaborated with the IT team to troubleshoot systemwide issues, reducing critical downtime by 14 hours per incident.
  • Maintained a 38% success rate in resolving hardware issues based on first-call and remote diagnosis methodology.

Affiliations

  • Toastmasters
  • Lions Club
  • American Society for Quality (ASQ)
  • Call Center Network Group (CCNG)
  • Help Desk Institute (HDI)
  • Certified Customer Care Technician (CCCT)
  • Certified Professional in Customer Support (CPCS)
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Association of Technical Support Professionals (ATSP)

Certifications

  • SAP Certified Application Associate
  • CompTIA Security+
  • Project Management Professional (PMP)
  • Certified Information Privacy Professional (CIPP/US)
  • Field Technician Certification (Electronics Technicians Association)
  • Certified Technical Trainer (CTT+)
  • HDI Support Center Analyst
  • ITIL Foundation Certification
  • Certified JIRA Administrator
  • Certified Business Analysis Professional (CBAP)

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