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Skills

  • Process improvement techniques
  • Agile Methodology in Customer Service
  • Client-facing communication skills
  • Data entry
  • Collaboration with product development
  • Receiving support
  • Recordkeeping strengths
  • Key stakeholder relationship building
  • Service standard compliance
  • Key holder experience

Work Experiences

  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Processed 15 invoices and mailed documentation to clients each several months.
  • Educated employees on company procedures and services.
  • Created and maintained a detailed database to develop promotional sales.
  • Taught new employees about the company's operations, policies, and services.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Averaged 16 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Summaries

  • Competent Customer Quality Specialist with a desire to exceed sales targets and establish long-term customer relationships.
  • Under duress, personable and professional.
  • Asana expert with experience in quality assurance services.
  • Costs were consistently reduced while profits were increased.
  • Customer Service Representative with 4 years of retail experience in fast-paced, team-oriented environments.
  • Adobe Creative Suite expert with 15 years of experience in related roles.
  • Customer Quality Specialist with 2 years of experience in dealing with customer requests and concerns.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Power BI and category techniques have been taught to me.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Documented and resolved standard which led to framework.
  • Successfully led initiatives that reduced service level violations by 61%, saving the company up to $7 in fines annually.
  • Conducted internal audits to ensure compliance with service standards, receiving a 17% improvement rating in external audits.
  • Analyzed customer feedback trends to provide actionable insights that drove a 5 point improvement in the Customer Satisfaction Index within category.
  • Authored and standardized a quality assurance handbook, which was adopted by 5 employees across multiple departments for consistent service execution.
  • Collaborated with customer success to streamline case escalation procedures, avoiding potential revenue loss of $12 over category.
  • Led a customer satisfaction project, driving a 18% improvement in overall ratings and decreasing escalations by 46%.
  • Resolved product issue through consumer testing.
  • Devised a customer feedback strategy that resulted in 40% higher response rates across 14 different regions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Institute of Customer Service - Certified Customer Service Trainer
  • American Society of Safety Professionals
  • Certified Quality Manager by category, Year 2019 - HubSpot Focus
  • Society of Human Resource Management
  • American Marketing Association
  • The International Federation for Business Process Outsourcing Professionals (FBPNA) - Member
  • Association for Quality and Participation (AQP) - Board Member
  • Rotary International
  • American Medical Informatics Association
  • Toastmasters

Certifications

  • Certified Quality Technician (CQT) Beacon Labs
  • Salesforce
  • Business Process Improvement Certificate – Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Customer Complaint Handling and Resolution Certification
  • Advanced Problem-Solving Skills in Customer Support - Cedar Works
  • Certified Data Analyst for Quality Management
  • Customer Service Excellence Certification

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