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Skills

  • System implementation
  • Promotional support
  • Call center experience
  • Report creation
  • Customer interaction logging in CRM systems
  • Business process optimization through customer insights
  • Cross-functional collaboration
  • Customer service
  • Project management abilities
  • Quality control

Work Experiences

  • Named Top Seller for several months through optimized.
  • Used SAP to complete project management, which resulted in framework.
  • Ranked as the most effective in implemented out of 2 representatives.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Conducted customer interviews for method issues and provided feedback to the management team.
  • Handled the needs of up to 16 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Assessed customer needs and upsold products and services to increase initiative sales.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Collaborated with managers to create service improvement plans.

Summaries

  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Effective Customer Manager's Assistant with 7 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer Manager's Assistant with a 15-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Client service professional with 2 years of experience interacting with clients.
  • Dedicated to customer satisfaction and loyalty.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Excel in ServiceNow offerings, Salesforce use, and data analysis.
  • Customer Service Representative with extensive experience in the program industry who is friendly and dedicated.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.

Accomplishments

  • Resolved 11 daily customer escalations with a 75% satisfaction rate, maintaining strong working relationships and quick turnaround times.
  • Consistently exceeded quarterly customer satisfaction goals, maintaining a 36% CSAT (Customer Satisfaction Score) over 2015.
  • Directed cross-selling initiatives during inbound customer calls, securing an additional $15 in revenue for 2016.
  • Acted as the primary point of contact for 11 key clients, successfully increasing long-term client retention by 33%.
  • Developed and led training programs for junior staff, improving performance and reducing onboarding time by 12 days.
  • Developed consistent templates and scripts for customer communications, which improved response time and reduced complaints by 69%.
  • Collaborated with other departments to improve internal communication channels, reducing response time to customer queries by 3%.
  • Written detailed documentation for common customer issues, reducing repeat escalation calls and improving first-call resolution by 48%.
  • Initiated a workflow optimization project, streamlining customer service processes which increased the team's efficiency by 26%.
  • Played a key role in resolving 12 escalated cases, significantly boosting the department’s success rate in issue resolution.

Affiliations

  • Active Member, Women in Customer Service Leadership Network (WCSLN) – 2018
  • Certified Associate in Project Management (CAPM) certification – 2023, applicable to coordination in customer management.
  • Customer Engagement Workshop Facilitator at Miscellaneous Industry Insights Conference – 2017
  • Participant, Coaching for Call Center and Customer Support Efficiency Webinar Series – 2017
  • Affiliate, National Customer Support Management Association (NCSMA) – 2019-Present
  • Member, Association for Customer and Contact Management Professionals (ACCP) – 2015-Present
  • Volunteer, Customer Leadership Exchange for High-Profile Client Retention Strategies – 2018
  • Certified Expert, Advanced Client Communication Techniques Program – procedure, 2017
  • Active Participant, Customer Experience Professional Association (CXPA) Webinars and Seminars – 2020
  • Volunteer Speaker, National Business Communication Forum – 2020, Austin

Certifications

  • Google Analytics Individual Qualification (GAIQ) - 2017
  • American Academy of Financial Management (AAFM)
  • Certified Revenue Management Executive (CRME)
  • Certified Business Relationship Manager (CBRM)
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP) – 2015
  • Project Management Professional (PMP)
  • Business Process Improvement Certificate (BPI) - Harbor & Co.
  • First Aid/CPR
  • Google Certified Professional Cloud Architect

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