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Skills

  • Advanced troubleshooting skills
  • Key stakeholder relationship building
  • Report preparation
  • Technical support expertise
  • Retail store support
  • Recordkeeping strengths
  • Adaptability in Fast-paced Environments
  • Customer satisfaction improvement
  • Account management
  • Customer feedback analysis

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $10 in 6 months revenue in a high-traffic store.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Handled over 14 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Contributed to $16 in annual store sales per three years.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Jira and category techniques have been taught to me.
  • ServiceNow expert with 17 years of experience in related roles.
  • Dedicated to exceeding expectations and leading the team to success.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Achieved success in providing unsurpassed customer service.
  • Committed to providing world-class customer service while remaining professional.

Accomplishments

  • Integrated live chat support into company CRM, improving first response times by 42% and overall customer satisfaction.
  • Documented and resolved metric which led to category.
  • Reduced average call wait time by 15% by implementing a more streamlined customer-facing FAQ upgrade.
  • Implemented and optimized a feedback loop system, improving customer retention rates by 47%.
  • Achieved Six Sigma to improve service delivery and customer interaction skills, driving a 31% improvement in first-call resolution.
  • Utilized empathy and problem-solving to resolve 16 customer concerns per week, reducing complaint escalation rates by 29%.
  • Collaborated with team of 9 in the development of process.
  • Resolved 6 high-complexity escalations during high-peak seasons, preventing service outages and complaints from escalating.
  • Recognized by management as 2016’s top performer, securing highest customer satisfaction rate of 20%, surpassing previous records.
  • Decreased average call handling time by 4% by implementing new internal documentation and scripting procedures.

Affiliations

  • Association for Computing Machinery
  • Enrolled, Call Center Management Certification Program, Cedar Works
  • Rotary International
  • Volunteer English Tutor for Customer-Service Language Proficiency
  • Lions Club
  • Participant, Service Quality Focus Group, process
  • American Society of Safety Professionals
  • Awardee, 2021, Customer Service Excellence Award, Customer Service Institute of America (CSIA)
  • Member, Society for Service Quality & Customer Experience
  • Certified Professional in Handling Difficult Customers, CPA

Certifications

  • Certified Contact Center Analyst (CCCA) – Beacon Labs
  • Certified Customer Retention Specialist (CCRS), Brightline
  • Zendesk Support Administrator Certification
  • Microsoft Office Specialist (MOS) Certification—Power BI
  • Certified Call Center Manager (CCCM) - Ironclad Systems
  • CompTIA IT Fundamentals (ITF+) – CompTIA
  • ITIL Foundation Certification (for incident and support management)
  • Incident Management Certification – Meridian
  • Professional Certificate in Customer Service Management – program
  • Advanced Certificate in Complaint Management – Brightline

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