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Skills

  • Customer experience strategy development
  • Multi-line phone talent
  • Customer engagement initiatives
  • Staff education and training
  • Retail store support
  • Customer journey mapping
  • Report preparation
  • Account management
  • Complaint resolution
  • Service standard compliance

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.
  • In the top 4% of employees for successful streamlined.
  • Customer service training processes were implemented and developed by me.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Entered customer interaction details into SAP to track requests, document problems, and record solutions offered.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.

Summaries

  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Experience Team Lead with 12 years of experience in dealing with customer requests and concerns.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Worker with a strong understanding of category organization and metric product issues.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Customer Experience Team Lead is a multi-talented Customer Experience Team Lead who is consistently rewarded for planning and operational improvements.
  • Customer Experience Team Lead is a service-oriented Customer Experience Team Lead with unrivaled customer service, task prioritization, and time management skills.
  • Very knowledgeable about ServiceNow, as well as standard competitors and offerings.

Accomplishments

  • Documented and resolved procedure which led to program.
  • Facilitated weekly team training sessions focused on service delivery optimizations, increasing team productivity by 16%.
  • Managed, trained, and mentored a customer service team of 7 to reduce escalations, improving first-call resolution by 81%.
  • Proactively identified service improvement areas by analyzing NPS responses, increasing overall score by 57% within 5 months.
  • Implemented proactive communication strategies which led to a refund reduction of $215,000 annually.
  • Coached and developed a team of 9 customer service associates, leading to an overall reduction in employee turnover by 61%.
  • Used Adobe Creative Suite CRM customization to automate common inquiries, reducing manual processing by 68%.
  • Collaborated with marketing to create comprehensive customer communication campaigns, leading to a 24% reduction in client churn.
  • Enhanced customer communication channels which led to a 32% increase in engagement and faster support response.
  • Overhauled service processes, reducing average email response time from 16 days to 4 hours.

Affiliations

  • Freemason
  • International Institute of Business Analysis (IIBA) - Customer Feedback Analysis
  • Institute of Customer Experience Innovation (ICEI)
  • Women in Customer Success Leadership
  • Society for Customer Relationship Management Excellence
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Association for Talent Development (ATD)
  • Call Center Network Group (CCNG)
  • Technology Solutions Experts in Customer Support

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Usage Data Analyst – Customer Success, Gainsight, 2015
  • Certified Public Accountant
  • Certified Contact Center Manager (CCCM) - International Customer Management Institute (ICMI)
  • Leadership in Employee Experience (LXE), 2018, Northwind
  • CompTIA Network+
  • Fundamentals of Digital Marketing Certification (Google Digital Garage) - 2015
  • AI and Machine Learning for Customer Service Certification, edX
  • Certified CX Leader (CCXL), Forrester

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