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Skills

  • Project management abilities
  • Analytical problem solving
  • Inbound and outbound calling
  • De-escalation techniques
  • Cross-department collaboration
  • Cross-functional collaboration
  • CRM database maintenance
  • Senior leadership support
  • Inventory control
  • Verbal and written communication

Work Experiences

  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Consistently outperformed my daily credit card application goals.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Provided Microsoft Excel consultations to customers, addressing metric concerns.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and metric data.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Helped customers with their questions and concerns, which resulted in a 4% reduction in complaint calls.

Summaries

  • Well-versed in Jira solutions and a strong communicator.
  • 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.
  • Motivated to keep customers happy and contribute to the company's success.
  • Accurately documents call details, prepares reports, and schedules service.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Customer Experience Team Member who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Customer Experience Team Member with 11 years of experience resolving customer complaints and inquiries.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of category agencies.
  • Customer service professional who is used to working in a fast-paced program call center environment.

Accomplishments

  • Revamped the customer care scripts using customer feedback insights, resulting in a 53% reduction in negative interactions.
  • Automated the refund handling process, reducing processing time to 2 days and improving customer satisfaction by 76%.
  • Developed new workflows for the customer support team, enhancing issue resolution speed and resulting in a 57% increase in customer satisfaction scores.
  • Reduced product return inquiries by 66% after recommending and implementing changes to the Workday information pages.
  • Conducted A/B testing on new customer engagement approaches, leading to a 39% boost in overall customer satisfaction metrics.
  • Implemented detailed support scripts that resulted in a 39% improvement in first-call resolution for complex technical issues.
  • Resolved over 4 customer complaints via email, chat, and phone with a 26% success rate in first-contact resolution.
  • Recognized as Employee of the Month in 9 months for exemplary service, maintaining customer satisfaction in the top 58% of the department.
  • Developed a multi-channel support strategy that improved overall response rates by 52%, offering 24/7 assistance via email, chat, and phone.
  • Partnered with the product management team to resolve recurring customer issues, reducing issue recurrence by 70%.

Affiliations

  • Member of the Customer Experience Professionals Association (CXPA) since 2022, involved in regional meet-ups and webinars.
  • Community member of Service Design Network, collaborating on projects that enhance customer service touchpoints and improve service delivery processes.
  • Contributor to publications of the Contact Center World network, writing case studies on pioneering customer service technologies for 2018.
  • Enrolled in ongoing education courses through the International Contact Center Management Institute (ICCMI), with a focus on escalation resolution.
  • Graduated from the Certified Customer Experience Professional (CCXP) program, specializing in customer journey mapping and relationship management.
  • Frequent speaker in the Customer Support Leadership Academy, with a focus on reducing operating costs via self-service technologies.
  • Selected for the Northwind Outstanding Customer Service Team Award in 2022 for consistent industry-leading response times.
  • Certified in Customer Success through the SuccessHACKER Certification Program, aimed at improving proactive account management skills.
  • Member of the Customer Support Leaders Network (CSLN), attended continuous learning workshops on cost reduction strategies.
  • Volunteer Mentor for the Association of Support Professionals (ASP), assisting individuals and teams aiming to enhance customer support functions.

Certifications

  • Certified Chatbot Developer – QuickBooks
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Call Center Operational Excellence Certification – Vantage
  • Project Management Professional (PMP)
  • Certified Quality Customer Support Specialist – Cedar Works
  • Certified Lead Customer Advocate – Summit Group
  • Google Analytics Certification - Google Academy
  • Cross-Training and Workforce Optimization Certificate – Lakeside Partners
  • Customer Relationship Management (CRM) Certification - Asana

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