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Skills

  • Complaint resolution strategies
  • Customer loyalty enhancement
  • Professional telephone demeanor
  • Confidential client information handling
  • Recordkeeping strengths
  • Strategic sales knowledge
  • Route dispatch
  • Client negotiation and conflict resolution
  • Account management
  • Building cross-departmental relationships (e.g., marketing, product teams)

Work Experiences

  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Acquired 15 new customers, resulting in 10% revenue for the team.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Assisted and cross-trained other customer service managers.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Ensure that customers and internal departments are properly communicated with.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Clear understanding of quality assurance and performance reporting as well as project management training.
  • HubSpot and program techniques have been taught to me.
  • Hardworking Customer Management Representative with 15 years of telecommuting experience meeting customer needs.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Very knowledgeable about Microsoft Excel, as well as process competitors and offerings.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Dedicated to exceeding expectations and leading the team to success.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Introduced data-driven decision-making by establishing key performance metrics for customer service, resulting in a 85% improvement in NPS scores in 2015.
  • Achieved a 14 employee satisfaction score increase by introducing tailored training programs for ongoing career development within the support team.
  • Collaborated with team of 16 in the development of procedure.
  • Drove a 28% reduction in response time to customer queries through enhanced team workflows and updated communication protocols.
  • Delivered exceptional service excellence, resulting in a quarter-over-quarter increase in customer satisfaction scores by 79%.
  • Documented and implemented feedback from 3 customer surveys to drive product improvements and enhanced user experience.
  • Served as the escalation point for high-priority client issues, achieving a 85% successful resolution rate within 12-hour SLA.
  • Documented and resolved initiative which led to metric.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Customer Relations Professionals
  • Society for Service Excellence and Customer Satisfaction
  • Call Center Management Association (CCMA)
  • International Association of Administrative Professionals
  • Rotary International
  • Customer Support Leaders Alliance
  • Lean Six Sigma Certification for Customer Service
  • National Business Education Association (NBEA)
  • Toastmasters
  • Certified Customer Retention Specialists

Certifications

  • Project Management Professional (PMP) - PMI
  • Certified Salesforce Administrator - standard
  • CX Design and Strategy Certification - Northwind
  • CMP™ Certified Management Professional - system
  • Certified Public Accountant (CPA)
  • Quality in Call Center Customer Service - method
  • First Aid/CPR Certified
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Advanced Communication Skills for Customer Service Professionals - category
  • SHRM Certified Professional (SHRM-CP)

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