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Skills

  • Stocking and replenishing
  • Client relationship management (method)
  • Complaint resolution
  • Customer journey mapping
  • Customer service process automation
  • Professional telephone demeanor
  • CRM
  • Customer satisfaction analysis
  • Medical terminology knowledge
  • Receiving support

Work Experiences

  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Customer service training processes were implemented and developed by me.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Clear understanding of budget management and risk assessment as well as client relations training.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and initiative department guidelines.
  • Customer Experience Leader proactive with experience in providing support and resolving customer complaints.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer service specialist with over 4 years of experience resolving account and service issues for Miscellaneous clients.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Developed and executed a customer segmentation model, tailoring support approaches that reduced service failure incidents by 20%, resulting in higher satisfaction levels.
  • Created a robust performance review system for 17 team members, raising productivity and achieving 73% improvement in average response time.
  • Created and deployed an agent training curriculum that enhanced team performance, decreasing average handle time (AHT) by 60%.
  • Designed and launched a cross-functional feedback loop between the operations and customer service departments, fostering a 72% lift in customer retention.
  • Monitored and analyzed customer insight data, enabling the reallocation of resources and improving overall satisfaction by 46%.
  • Used data-driven insights to revise customer care protocols, improving net promoter score (NPS) by 43% within 11 months.
  • Led a quality assurance program, scoring team responses on compliance and professionalism, achieving a 74% improvement in CSAT.
  • Established strategic metrics reviews with customer service managers, enhancing team accountability and driving SLA compliance to 41%.
  • Enhanced client onboarding processes, contributing to 79% higher retention rates in the first 16 months of service.
  • Leveraged advanced customer data analytics to identify service gaps and opportunities, achieving a 79% decrease in escalated support cases.

Affiliations

  • American Marketing Association
  • Society of Human Resource Management
  • National Association of Social Workers
  • Society of Women Engineers
  • American Society for Quality (ASQ)
  • Society for Human Resource Management (SHRM)
  • Association of Support Professionals (ASP)
  • Toastmasters
  • International Customer Management Institute (ICMI)
  • Association for Talent Development (ATD)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - Meridian
  • Inbound Service Certification (HubSpot)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • CompTIA Network+
  • Advanced Customer Analytics Certification - standard

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