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Skills

  • International sales support
  • Credit card processing
  • Agile Methodology in Customer Service
  • Quality improvement strategy
  • POS systems expert
  • Customer experience enhancement
  • Data-driven decision making
  • Professional telephone demeanor
  • Customer service excellence
  • Stocking and replenishing

Work Experiences

  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Acquired 4 new customers, resulting in 3% revenue for the team.

Summaries

  • Worker with a strong understanding of method organization and system product issues.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Hardworking Customer Quality Specialist with 2 years of telecommuting experience meeting customer needs.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Motivated to keep customers happy and contribute to the company's success.
  • Great phone skills and metric talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Quality Specialist proactive with experience in providing support and resolving customer complaints.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Audited customer satisfaction data and identified key areas for improvement, resulting in improved metrics across 8 departments.
  • Documented and resolved standard which led to framework.
  • Developed detailed customer incident reports for 3 key accounts, improving issue resolution times by 60%.
  • Reduced costs related to escalated customer cases by $15 through efficient case handling and root cause analysis.
  • Analyzed customer feedback trends to provide actionable insights that drove a 5 point improvement in the Customer Satisfaction Index within category.
  • Utilized ServiceNow to track and analyze key performance indicators, resulting in a 45% increase in first-call resolution rates.
  • Collaborated with product development teams to address quality issues head-on, improving quality ratings by 67%.
  • Implemented an agile approach to case resolutions, resulting in a 49% improvement in ticket closure times.
  • Facilitated customer complaint reviews, achieving a 17% decrease in unresolved cases within category.
  • Resolved product issue through consumer testing.

Affiliations

  • Project Management Institute
  • Project Management Institute (PMI) - Project Management Professional (PMP) Certification
  • Organizational Excellence Technical Advisory Board - Advisor or Presenter
  • Customer Contact Week (CCW) Digital Awards - Participant
  • Quality Management Institute (QMI) - Certification in Total Quality Management
  • Chartered Quality Institute (CQI) - Accredited Practitioner
  • Institute of Customer Service - Certified Customer Service Trainer
  • Association for Computing Machinery
  • Toastmasters
  • Association of Information Technology Professionals

Certifications

  • ServSafe
  • Customer Satisfaction and Loyalty Professional (CSLP) - Meridian
  • Digital Customer Experience (CX) Certification - Summit Group
  • Certified Supply Chain Professional (CSCP)
  • Data-Driven Customer Experience (CX) Optimization - Microsoft Excel
  • Certified Service Operations Manager (CSOM)
  • Certified Data Analyst for Quality Management
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)

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