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Skills

  • Customer journey mapping
  • Shipping procedures understanding
  • Data entry
  • Key stakeholder relationship building
  • Credit card processing
  • Client retention improvement plans
  • International sales support
  • Report preparation
  • Complaint resolution
  • Multi-line phone talent

Work Experiences

  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept the category and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Created and maintained a detailed database to develop promotional sales.
  • Customer service training processes were implemented and developed by me.
  • Collaborated with vendors to plan more than 4 daily pickups and weekly deliveries.
  • Kept up to date on product and service changes.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • ServiceNow and process techniques have been taught to me.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Very knowledgeable about ServiceNow, as well as standard competitors and offerings.
  • Customer Experience Team Lead proactive with experience in providing support and resolving customer complaints.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate standard systems is one of my specialties.
  • Workday expert with experience in vendor management services.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Competent Customer Experience Team Lead with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Used Adobe Creative Suite CRM customization to automate common inquiries, reducing manual processing by 68%.
  • Developed action plans to resolve frequent service bottlenecks, improving case throughput by 19% month-over-month.
  • Managed, trained, and mentored a customer service team of 7 to reduce escalations, improving first-call resolution by 81%.
  • Devised and implemented client retention strategies, contributing to a 23% increase in customer renewals across 2017.
  • Actively coordinated between marketing and customer support teams to ensure seamless product rollouts, improving onboarding satisfaction by 62%.
  • Trained new hires on customer communication personalization, increasing upselling by 43% during the first 13 months.
  • Overhauled service processes, reducing average email response time from 16 days to 4 hours.
  • Implemented real-time customer feedback loops which decreased complaint resolution time by 14 minutes.
  • Proactively identified service improvement areas by analyzing NPS responses, increasing overall score by 57% within 5 months.

Affiliations

  • Committee for Effective Customer Solution Innovation
  • Freemason
  • Society for Customer Relationship Management Excellence
  • Salesforce Certified Service Cloud Consultant Attendees Group
  • American Medical Informatics Association
  • International Institute of Business Analysis (IIBA) - Customer Feedback Analysis
  • International Customer Management Institute (ICMI)
  • Women in Customer Success Leadership
  • Association of Support Leaders & Service Managers (ASSM)
  • Customer Interaction and Engagement Experts Forum

Certifications

  • Leadership in Employee Experience (LXE), 2018, Northwind
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce
  • Professional Certified Marketer (PCM) in Customer Experience, Lakeside Partners
  • SHRM Certified Professional (SHRM-CP)
  • Fundamentals of Digital Marketing Certification (Google Digital Garage) - 2015
  • Certified Public Accountant
  • Google Analytics Certification for Customer Insights, method
  • Certified Manager of Call Centers (CMCC), RCCSP

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