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Skills

  • Cross-departmental collaboration
  • Sales expertise
  • New Hire Onboarding
  • Staff education and training
  • Account management
  • Conflict resolution techniques
  • Retail materials management
  • Retail store support
  • Complaint resolution
  • Customer satisfaction analysis

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • In the top 2% of employees for successful coordinated.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Educated employees on company procedures and services.
  • Taught new employees about the company's operations, policies, and services.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Acquired 11 new customers, resulting in 15% revenue for the team.

Summaries

  • Customer service specialist with over 14 years of experience resolving account and service issues for Miscellaneous clients.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Microsoft Excel expert with 3 years of experience in related roles.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 14 years.
  • Hardworking Customer Relations Agent with 4 years of telecommuting experience meeting customer needs.
  • Customer Relations Agent with 12 years of experience in dealing with customer requests and concerns.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Provided one-on-one coaching for 13 agents, leading to a 25% increase in individual performance metrics.
  • Spearheaded initiatives to reduce call escalations by 27% through targeted conflict resolution training.
  • Collaborated on cross-training initiatives for team members, ensuring coverage across 5 product lines and reducing customer wait times.
  • Led the integration of a new CRM system, which increased case resolution efficiency by 71%.
  • Developed and implemented new call monitoring protocols that enhanced agents' performance by 45%.
  • Reduced ticket backlog by 17% by implementing a more efficient ticket prioritization system.
  • Maintained compliance with regulations during high-stakes transactions, reducing liability risks for the company by 27%.
  • Initiated process improvement strategies that reduced complaint volume by 46% within the first 3 months.
  • Reduced refund requests by 71% by improving the handling of customer objections and returns.
  • Created a data-driven performance dashboard that improved visibility into operational metrics and decreased response times by 47%.

Affiliations

  • Customer Contact Strategies (CCS) Member Group
  • National Customer Service Association (NCSA)
  • Customer Experience Certificate from procedure
  • Freemason
  • International Council of Nurses
  • Project Management Institute
  • Society for Human Resource Management (SHRM) - Employee Relations Interest Group
  • National Retail Federation (NRF) – Customer Service Division
  • Institute of Customer Service (ICS)
  • Certified Customer Service Professional (CCSP) from Customer Service Institute of America

Certifications

  • CompTIA Network+
  • Certified Partner in Service Excellence by American Customer Satisfaction Index (ACSI)
  • SHRM Certified Professional (SHRM-CP)
  • Certificate of Communication Skills for Customer Service by framework
  • Certified Public Accountant
  • Microsoft Dynamics 365 Fundamentals Customer Engagement Certification
  • ISO 10002:2014 Lead Auditor – Customer Satisfaction and Complaints Handling Processes
  • Certified Customer Interaction Professional (CCIP) by Cedar Works
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect

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