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Skills

  • Customer retention strategies
  • Data-driven decision making
  • Associated Press style
  • Customer service
  • Process improvement
  • Conflict resolution
  • MS Office
  • Business correspondence
  • CRM software proficiency initiative
  • PR strategy development

Work Experiences

  • Solved framework issues, improved operations, and provided excellent customer service.
  • Coordinated service recovery actions.
  • Advised management on strategic changes.
  • Created personalized retention strategies.
  • Captured and shared customer success stories that were utilized in marketing, improving brand advocacy by 65%.
  • Created personalized retention strategies that increased repeat business by $3, boosting overall customer loyalty.
  • Actively collected and analyzed customer feedback to present actionable insights during quarterly leadership meetings.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Boosted overall customer loyalty.
  • Consistently maintained a category rating for customer service.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Confident communicator skilled in mediation.
  • Achieved over 24% of resolutions autonomously.
  • Boosted overall customer satisfaction.
  • Customer Relations Assistant with 17 years of successful workflow optimization and performance reporting experience.
  • Authors speeches, press releases, and marketing materials with ease.
  • Consistently achieved SLA targets.
  • Customer Relations Assistant is a multi-talented Customer Relations Assistant who is consistently rewarded for planning and operational improvements.
  • Achieved a 39% improvement in handling customer cases.
  • Adept at collecting and analyzing customer feedback.

Accomplishments

  • Spearheaded the rollout of Adobe Creative Suite warranty improvements that lowered complaint rates by 39%.
  • Handled 3 online chat conversations daily, maintaining a 95%+ satisfaction rate via procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 50% compliance with service level agreements (SLA) through monitoring and real-time customer assistance improvements.
  • Led internal training programs on complaint resolution, contributing to a 81% increase in customer satisfaction scores.
  • Contributed to a 32% improvement in first-call resolution rates through advanced conflict resolution techniques.
  • Collaborated with IT team to optimize the CRM interface, reducing agent response times by 55%.
  • Recommended product enhancements based on customer feedback, driving a 72% reduction in reported issues on Power BI.
  • Developed and implemented a conflict resolution strategy for high-risk accounts, minimizing refund requests by 25% %.
  • Handled high-volume calls of over 5 inquiries per day, consistently maintaining a metric rating for customer service.

Affiliations

  • Social Media Customer Service Association
  • Customer First International Membership
  • Lions Club
  • Association for Training Development (ATD) – Customer Service Training Program
  • Association of Information Technology Professionals
  • National Customer Service Association (NCSA)
  • Freemason
  • Association for Supply Chain Management (APICS)
  • Certified Call Center Manager Six Sigma
  • Customer Success Leadership Academy

Certifications

  • Certified Product Support Specialist (CPSS) by Beacon Labs
  • Certified Professional in Customer Experience (CXPro)
  • Lean Six Sigma Green Belt Certification
  • Certified Customer Communications Expert (CCCE)
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Office Specialist (MOS) Certification in Excel
  • Customer Care Excellence Masterclass by Cedar Works
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)

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