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Skills

  • Multi-line phone talent
  • Conflict resolution and de-escalation techniques
  • Customer issue escalation management
  • Retail materials management
  • Receiving support
  • Shipping procedures understanding
  • Customer relationship management (CRM) systems proficiency
  • Report preparation
  • Customer needs assessment and tailored solutions
  • Recordkeeping strengths

Work Experiences

  • Processed 15 invoices and mailed documentation to clients each three years.
  • Assisted and cross-trained other customer service managers.
  • Provided ongoing guest service, which included QuickBooks recommendations.
  • Kept up to date on product and service changes.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Created and maintained a detailed database to develop promotional sales.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Bring extensive high-call volume experience working with system consumers spanning 5 years.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Miscellaneous clients.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Contact Specialist is a service-oriented Customer Contact Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Motivated to keep customers happy and contribute to the company's success.
  • Clear understanding of budget management and strategic planning as well as budget management training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Power BI and system techniques have been taught to me.
  • Committed to providing world-class customer service while remaining professional.

Accomplishments

  • Devised new workflows for handling complaint triaging, reducing complaint escalation by 5%, and improving first-tier resolution rates.
  • Identified and resolved method, leading to increased compliance with regulations and reducing time spent on manual audits by 39%.
  • Developed and executed inbound call handling scripts that decreased average handle time by 67% while maintaining a 30% or higher customer satisfaction rating.
  • Implemented a Microsoft Excel-based scheduling process that reduced support ticket backlog by 37% and improved customer communication.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced team morale and customer focus through incentive-driven performance metrics, resulting in a 42% increase in employee engagement scores.
  • Collaborated cross-departmentally to reduce friction in client onboarding, achieving 41% faster processing time for new accounts.
  • Liaised between different business divisions to resolve complex service requests, resulting in a 50% faster resolution rate across all departments.
  • Received client recognition for delivering tailored solutions during product renewal discussions, which led to a 28% improvement in renewal rates.
  • Documented and resolved program which led to initiative.

Affiliations

  • Society of Women Engineers
  • Certification in Customer Support IT Service Management (CSITSM) from metric
  • Contributed articles to the Customer Experience Foundation's blog
  • Frequent attendee of Contact Center Conference hosted by Cedar Works
  • Affiliated with National Customer Service Association (NCSA) since 2017
  • Collaborated with Customer Experience Professionals Association (CXPA)
  • Participated in regional CRM Software User Group for Microsoft Excel
  • Member of the Customer Service and Contact Centers LinkedIn professional group
  • Project Management Institute
  • Graduated from standard's Customer Relationship Management executive program

Certifications

  • Certified CRM Administrator (CRM-CA) for Workday
  • Certified Help Desk Support Specialist (CHDSS) by Brightline
  • Customer Service Excellence Certification by Service Strategies
  • Google Certified Professional Cloud Architect
  • Certified Customer Success Manager (CCSM) - Level 1
  • CompTIA Security+
  • CRM Certification – Salesforce Administrator
  • Certified Customer Service Professional (CCSP)
  • Customer Service Representatives Leadership Certification by Northwind
  • Certified Customer Insights Professional (CCIP)

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