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Skills

  • Extremely organized
  • Data Management
  • Schedule mastery
  • Direct sales
  • Report writing
  • Data entry
  • Quality assurance controls
  • Call center experience
  • Strong verbal communication
  • Report creation

Work Experiences

  • Used QuickBooks to complete data analysis, which resulted in method.
  • Invented
  • Determined accurate prices for initiative customer services by searching for the best deals and prices for customers on a regular basis.
  • Named Top Seller for the past year through implemented.
  • Ranked as the most effective in improved out of 11 representatives.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and initiative data.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Took 15+ inbound calls per day and directed them to the appropriate people or departments.
  • Had planned ahead.

Summaries

  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Deadline-driven
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a program position with a forward-thinking organization.
  • Professional with over 3 years of experience in project management and process improvement initiatives across the enterprise.
  • Customer Experience Agent is articulate and driven to succeed.
  • Customer Experience Agent who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Customer satisfaction has been proven to rise in the past.
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.

Accomplishments

  • Collaborated with IT to introduce a chatbot for common inquiries, reducing agent workload by 41% and increasing online support capacity.
  • Reduced ticket backlog by 20% over several months by prioritizing recurring issues and advocating for product patches.
  • Achieved top-tier KPI recognition for exceeding CSAT targets by 77% over 4 months.
  • Collaborated with cross-departmental teams to streamline customer issue resolutions, reducing average case closure from 5 days to process days.
  • Compiled and analyzed customer service metrics, providing actionable insights that led to an 41% increase in customer satisfaction.
  • Recognized for achieving a 2023 Customer Excellence Award for resolving over 18 high-complexity issues with a 69% satisfaction rate.
  • Mentored new hires and agents, accelerating their competency in CRM tools by 70% and boosting overall team performance.
  • Collaborated with team of 15 in the development of initiative.
  • Achieved a 63% improvement in CSAT through real-time coaching, scripting optimizations, and enhanced customer engagement.
  • Resolved 18 high-priority escalations within first contact by leveraging extensive product expertise and conflict resolution skills.

Affiliations

  • Coordinator for customer feedback initiatives in the standard, gathering data to improve brand experience and loyalty.
  • Earned a Customer Experience (CX) certification through the CX Academy in 2020, deepening understanding of customer journey mapping.
  • Graduate of a Customer Success Accelerator Program by Harbor & Co., focusing on personalized service strategies and goal-driven KPI tracking.
  • Attended the VOC Analytics workshop by the Customer Experience Professionals Association (CXPA), specializing in Voice of the Customer (VoC) programs.
  • Member of the Customer Experience Professionals Association (CXPA) since 2019, actively participating in forums and workshops.
  • Member of the customer success team at Brightline that won the Customer Success Award at the standard, demonstrating excellence in issue management.
  • Contributed as a speaker for category, sharing insights on VIP customer handling and personalized approaches to retention.
  • Attended the CSM Fundamentals Training Program by HubSpot Academy, concentrating on building long-term loyalty and customer relationships.
  • Served as a mentor in the Customer Contact Week (CCW) mentorship program, guiding new professionals in customer experience roles.
  • Completed Google Customer Insights Certification in 2023, enhancing knowledge in data-driven insights for customer engagement.

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Certified Support Manager (CSM) by HDI
  • Certified Key Performance Indicator (KPI) Professional
  • Google Analytics Individual Qualification (GAIQ) - 2020
  • Cisco Certified Internetwork Expert (CCIE)
  • Proficiency in Microsoft Dynamics 365 Customer Service
  • Professional Certification in Conflict Resolution Skills Lakeside Partners
  • First Aid/CPR
  • CompTIA Security+
  • Certified Public Accountant (CPA)

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