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Skills

  • Retail materials management
  • Professional telephone demeanor
  • Shipping procedures understanding
  • Customer retention strategies
  • Strategic sales knowledge
  • Customer service process automation
  • Automated customer service solutions
  • Contact center optimization
  • CRM integration (category)
  • Medical terminology knowledge

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept the method and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Acquired 8 new customers, resulting in 2% revenue for the team.
  • Customer service training processes were implemented and developed by me.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Customer Experience Leader proactive with experience in providing support and resolving customer complaints.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Hardworking Customer Experience Leader with 13 years of telecommuting experience meeting customer needs.
  • Motivated to keep customers happy and contribute to the company's success.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Very knowledgeable about Jira, as well as procedure competitors and offerings.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.

Accomplishments

  • Embedded proactive customer feedback loops into product development, which fueled a 76% increase in positive customer interactions.
  • Used data-driven insights to revise customer care protocols, improving net promoter score (NPS) by 43% within 11 months.
  • Assumed ownership over customer retention goals, spearheading campaigns that led to a 51% uplift in lifetime customer value (LTV).
  • Enhanced client onboarding processes, contributing to 79% higher retention rates in the first 16 months of service.
  • Created a robust performance review system for 17 team members, raising productivity and achieving 73% improvement in average response time.
  • Led a multi-channel customer support strategy integration, improving cross-channel customer retention rates by 72%.
  • Mentored a team of customer service representatives, driving a 41% improvement in service levels and overall team performance.
  • Overhauled employee onboarding processes, reducing the training period for new agents by 5 weeks while increasing onboarding satisfaction by 33%.
  • Monitored and analyzed customer insight data, enabling the reallocation of resources and improving overall satisfaction by 46%.
  • Established strategic metrics reviews with customer service managers, enhancing team accountability and driving SLA compliance to 41%.

Affiliations

  • Rotary International
  • National Customer Service Association (NCSA)
  • American Medical Informatics Association
  • Society of Women Engineers
  • Customer Contact Week (CCW) Digital Community
  • Help Desk Institute (HDI)
  • Professional Association for Customer Engagement (PACE)
  • Customer Service Institute of America (CSIA)
  • Lean Enterprise Institute (LEI)
  • American Society for Quality (ASQ)

Certifications

  • Salesforce
  • Project Management Professional (PMP)
  • Inbound Service Certification (HubSpot)
  • ISO 10002:2018 Customer Satisfaction Certification
  • Advanced Customer Retention Strategies Certification – Ironclad Systems
  • Certified Experience Economy Expert (CE3) - program
  • First Aid/CPR Certified
  • Customer Service Excellence Certification – procedure
  • Customer Contact Week CX Certification
  • Customer Journey Mapping Certification – procedure

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