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Skills

  • Technical issue resolution
  • Stock management
  • Shipping procedures understanding
  • Call center operations
  • Recordkeeping strengths
  • Account management
  • International sales support
  • Professional telephone demeanor
  • Service standard compliance
  • Advanced troubleshooting

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Averaged 9 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Created and maintained a detailed database to develop promotional sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Contributed to $13 in annual store sales per the past year.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Committed to providing world-class customer service while remaining professional.
  • QuickBooks expert with 4 years of experience in related roles.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 4 years.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and process department guidelines.
  • Under duress, personable and professional.
  • Costs were consistently reduced while profits were increased.
  • Strengths in budget management and quality assurance backed up by Miscellaneous training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Led a cross-functional task force to address systemic customer issues, resulting in a 23% reduction in escalations for Asana.
  • Led comprehensive training sessions on escalation protocols, increasing first-contact resolution rates by 51% across the support team.
  • Achieved Excellence Award for maintaining consistent 32% resolution rate on complex escalated cases, surpassing SLA expectations over 6 months.
  • Successfully managed escalations during a product recall, resulting in a 77% customer retention rate post-recall.
  • Reduced customer complaint escalations for HubSpot by introducing a preemptive customer engagement strategy, achieving a 43% drop over 6 months.
  • Collaborated with team of 3 in the development of procedure.
  • Achieved a 39% increase in SLA compliance by optimizing cross-department communication during escalation processes.
  • Provided insights through detailed analysis of escalation trends, helping reduce escalations in Power BI by 47% over 17 months.
  • Trained 10 employees on advanced escalation handling techniques, boosting overall team proficiency and lowering customer churn by 47% points.
  • Created data-driven dashboards for monitoring escalation patterns, improving reporting accuracy by 27% and increasing resolution efficiency.

Affiliations

  • Customer Service Excellence Foundation (CSEF)
  • Customer Engagement Forum (CEF)
  • Customer Success Association (CSA)
  • Customer Complaint Professionals Academy (CCPA)
  • Lions Club
  • Rotary International
  • Call Center Management Association (CCMA)
  • American Management Association (AMA)
  • Customer Contact Association (CCA)
  • American Medical Informatics Association

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Call Center Manager (CCCM) - Northwind
  • Negotiation Skills Certificate - 2016/Atlanta
  • Certified Professional in Data Analytics for Service (CPDAS) - Beacon Labs
  • Conflict Resolution Certification - initiative
  • IT Troubleshooting Expert Certificate - Asana
  • Certified Customer Experience Professional (CCXP) – 2016
  • Certified Excellence in Customer Service (CECS) - 2016
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) - Beacon Labs
  • Training and Development Specialist Certification (TDSP) - 2023

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