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Skills

  • Data entry
  • Strategic sales knowledge
  • Call center operations management
  • Complaint triage and resolution
  • Automated workflows and system integration
  • Money handling abilities
  • Recordkeeping strengths
  • Multi-line phone talent
  • Billing and invoice dispute resolution
  • Retail store support

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Created and maintained a detailed database to develop promotional sales.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Assisted and cross-trained other customer service managers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • In the top 10% of employees for successful optimized.
  • Used a POS system to itemize and total the purchases of 5 customers.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and framework department guidelines.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Offering 10 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.
  • Bring extensive high-call volume experience working with system consumers spanning 5 years.
  • Dedicated to exceeding expectations and leading the team to success.
  • Achieved success in providing unsurpassed customer service.
  • Asana expert with experience in cross-functional collaboration services.
  • Costs were consistently reduced while profits were increased.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Facilitated training courses involving multilingual support in Japanese, improving call response times for international clients by 30%.
  • Handled customer escalations across 15 communication channels, consistently maintaining a 20% favorable resolution rate within the past year.
  • Resolved product issue through consumer testing.
  • Collaborated with the billing department to create transparent invoice protocols, resulting in 31% fewer customer disputes regarding charges.
  • Collaborated with team of 11 in the development of metric.
  • Incorporated advanced call-routing mechanisms to efficiently direct calls to available representatives, reducing call queue wait times by 9 minutes on average.
  • Created cross-functional workflows that enhanced the escalation process, reducing the average time from issue discovery to resolution by 10 hours.
  • Developed and implemented training materials to improve customer service techniques, reducing onboarding time by 14 weeks.
  • Led key initiative to bundle services, retaining 31% of customers at risk of cancellation over 6 months, leading to a monetary impact of $11.
  • Documented and resolved program which led to initiative.

Affiliations

  • Association for Computing Machinery
  • Member of the Association for Service Management International (AFSMI)
  • American Society of Safety Professionals
  • Earned certificate in Advanced CRM Solutions from category
  • Member of the Customer Service and Contact Centers LinkedIn professional group
  • Certified Help Desk Technician from category
  • Member of Customer Contact Strategies Association (CCSA)
  • National Association of Social Workers
  • Jaycees
  • Completed Advanced Contact Center Analytics professional development from system

Certifications

  • Six Sigma Green Belt for Process Improvement
  • Cisco Certified Network Associate (CCNA)
  • HDI Customer Service Representative (HDI-CSR)
  • ITIL Foundation Certification (for service management)
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Certified Customer Service Professional (CCSP)
  • Customer Contact Academy Specialist Certification
  • Certified Help Desk Support Specialist (CHDSS) by Brightline
  • Customer Satisfaction Management Certification by Harbor & Co.

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