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Skills

  • Cross-functional collaboration
  • Complaint handling and resolution
  • Conflict mediation
  • Call center experience
  • CRM software proficiency (system)
  • Contract development
  • Business development understanding
  • In-store support
  • Promotional support
  • Customer inquiry resolution

Work Experiences

  • 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.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Collaborated with managers to create service improvement plans.
  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Handled the needs of up to 4 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Customers were contacted about service upgrades, new system services, and account changes.
  • Shared detailed information about Power BI options to assist customers in making decisions.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.

Summaries

  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • In a frantic call center environment, well-trained and composed.
  • Service-oriented and quality-focused, with 6 years of Miscellaneous experience and a track record of success.
  • Mentoring and coaching skills in a dynamic professional.
  • Dedicated to customer satisfaction and loyalty.
  • Effective Customer Operations Representative with 15 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer Service Representative with extensive experience in the category industry who is friendly and dedicated.

Accomplishments

  • Delivered hands-on training for Salesforce, increasing user adoption rate by 37% within the past year.
  • Received ITIL in system, enabling the automation of 6 recurring ticket processes, reducing manual intervention by 61%.
  • Analyzed service desk metrics to identify bottlenecks, suggesting improvements that achieved a 54% drop in average resolution times.
  • Reviewed and optimized incident handling procedures, reducing escalations to higher support tiers by 43%.
  • Rolled out new ticket sorting methodology, resulting in 54% faster support request triage and assignment.
  • Created actionable reports based on customer feedback and presented them to senior leadership, highlighting a customer lifecycle improvement of 31%.
  • Served as a point of contact for escalated cases, achieving a resolution time reduction of 33% and boosting client retention.
  • Trained a team of 16 new hires on customer service procedures, resulting in a 18% decrease in training time per agent.
  • Reviewed and edited pre-existing knowledge base articles, optimizing clarity and reducing incoming customer queries by 77%.
  • Functioned as a liaison between customer support and product management to incorporate customer needs, resulting in a 63% improvement in product usability.

Affiliations

  • Completed certification in Customer Engagement Optimization by the Customer Engagement Academy (CEA).
  • Member of Customer Success Association (CSA), joining forums to discuss ways to improve contract renewals and high-touch engagements.
  • Certified in Lean Six Sigma Yellow Belt, focusing on process improvement initiatives to streamline customer operations workflows.
  • Obtained CPA with the Institute of Customer Service to reinforce leadership abilities in service and operations management.
  • Affiliated with the Interactive Customer Experience Association (ICXA), participating in monthly workshops to refine client interactive strategies.
  • Attended 2022 Customer Experience Summit by Customer Service Institute of America (CSIA) to network and learn from industry leaders.
  • Earned a Service Excellence Award at the 2018 Annual Customer Service Excellence Awards hosted by the National Contact Center Association (NCCA).
  • Member of the American Society for Quality (ASQ), focusing on continuous improvement initiatives in customer care and operational management.
  • Charter member of The Virtual Support Leaders Network, advocating for improved remote support solutions in global operations.
  • Participant in the International Association of Customer Contact (IACC) where soft skills training in managing escalations is prioritized.

Certifications

  • Google Certified Professional Cloud Architect
  • Association for Project Management (APM)
  • Customer Communication Certificate - QuickBooks
  • Net Promoter Score (NPS) Analyst Certification - Beacon Labs
  • Customer Relationship Management (CRM) Certificate - Tableau
  • Zendesk Certified Support Administrator - 2021
  • Cisco Certified Network Associate (CCNA)
  • Certified Technical Support Professional - metric
  • Business Process Outsourcing (BPO) Industry Knowledge Certificate
  • ITIL Service Operations Certification - initiative - Northwind

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