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Skills

  • Direct sales
  • High-energy attitude
  • Call center experience
  • Clerical support
  • Customer service
  • Quality assurance controls
  • Contract development
  • Cross-functional collaboration
  • Quality control
  • Senior leadership support

Work Experiences

  • Trained 10 new employees in procedures and policies in order to improve team performance each quarter.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Determined accurate prices for process customer services by searching for the best deals and prices for customers on a regular basis.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Provided excellent customer service by following up on issues, improved and streamlined.
  • Assessed customer needs and upsold products and services to increase initiative sales.
  • Ranked as the most effective in automated out of 2 representatives.

Summaries

  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Customer Experience Supervisor with 8 years of framework customer service experience.
  • ServiceNow expert who excels at meeting and exceeding sales targets.
  • Client service professional with 6 years of experience interacting with clients.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Motivated to keep customers happy and contribute to the company's success.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.

Accomplishments

  • Created and led workshops on soft skills and conflict resolution, boosting overall team morale and leading to a 40% reduction in employee turnover.
  • Introduced a customer self-service portal that contributed to a 80% reduction in inbound queries over several months.
  • Increased agent productivity by implementing structured feedback loops, leading to a 28% improvement in average handling time.
  • Coached a high-performing team that consistently maintained a CSAT score of 32% or higher over 18 months.
  • Successfully initiated a multi-tiered quality control process, decreasing customer miscommunications by 33% and increasing positive feedback by 4%.
  • Coordinated a customer remediation strategy during a high-impact technical outage, minimizing service disruption and maintaining satisfaction rates above 29%.
  • Championed the implementation of customer experience surveys post-interaction, driving a 40% improvement in NPS scores.
  • Improved call center key performance indicators (KPIs) by partnering with workforce management to reduce missed shifts by 47%.
  • Balanced team workloads during peak service times, improving response times by 12% and maintaining acceptable service level agreements (SLAs).
  • Collaborated with the product team to address recurring product issues, resulting in a 25% decrease in complaints for the Tableau.

Affiliations

  • Contributor, Customer Insights & Analytics Network
  • Certified in Customer-Focused Leadership, initiative
  • Certified Employee Training & Development Professional (CETDP), 2022
  • Member, Association for Support Professionals (ASP)
  • Speaker, Annual CX Leadership Summit, 2018
  • Member, National Customer Service Association (NCSA)
  • Member, American Society for Quality (ASQ), Service Division
  • Participant, Service Excellence Mentor Program
  • Certified Customer Experience Professional (CCXP), 2016
  • Member, International Association of Customer Service Professionals (IACSP)

Certifications

  • Project Management Professional (PMP) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Information Systems Manager (CISM)
  • CRM Strategy and Implementation Training (Asana)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Customer Experience (CX) Management (Jira)
  • Digital Marketing Associate Certification Ironclad Systems
  • Conflict Resolution and De-escalation Specialist
  • Six Sigma Green Belt Certification

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