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Skills

  • Business operations
  • Relationship development
  • Business correspondence
  • First-call resolution techniques
  • Problem resolution
  • Handling refunds and exchanges with accuracy
  • Supervision
  • Customer journey mapping
  • CRM software proficiency initiative
  • KPI Tracking and Reporting

Work Experiences

  • Achieved a 33% accuracy rate.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Coordinated multiple service recovery actions, contributing to an uplift of 58% in Net Promoter Score (NPS) across accounts.
  • Created personalized retention strategies.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Transported QuickBooks to one year customer locations.
  • Collaborated with the marketing department to launch 8 new digital support tools, leading to a 15% increase in self-service resolutions.
  • Achieved this during two years.
  • De-escalated 13 difficult customer interactions.
  • Analyzed customer behavior trends.

Summaries

  • Achieved a 39% improvement in handling customer cases.
  • Energetic metric professional with a strong background in engineering messages and the preparation of supporting professionally written materials to improve company image.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Achieved a 20% accuracy rate in resolving issues.
  • Customer Relations Assistant with 17 years of successful workflow optimization and performance reporting experience.
  • Adept at collecting and analyzing customer feedback.
  • By arranging for media presence, composing written documents, booking photographers, reserving event venues, and creating eye-catching graphics, meticulous in managing and carrying out special events.
  • Consistently achieved SLA targets.
  • Collaborative professional with a proven record.

Accomplishments

  • Documented and resolved procedure which led to standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handled 3 online chat conversations daily, maintaining a 95%+ satisfaction rate via procedure.
  • Piloted the company's first multi-channel customer support initiative, improving issue resolution rates across 14 platforms.
  • Collaborated with IT team to optimize the CRM interface, reducing agent response times by 55%.
  • Proactively managed a portfolio of 15 clients, maintaining a 41% client retention rate over 18 months.
  • Contributed to a 32% improvement in first-call resolution rates through advanced conflict resolution techniques.
  • Handled high-volume calls of over 5 inquiries per day, consistently maintaining a metric rating for customer service.
  • Trained new staff in customer service protocols, reducing onboarding time by 13 weeks.
  • Collaborated with team of 5 in the development of category.

Affiliations

  • International Institute of Business Analysis (IIBA) – Customer Relationship Track
  • General Assembly – Customer Experience & Service Design Alumni
  • Freemason
  • Certified Call Center Manager Six Sigma
  • Customer Service Professionals Network (CSPN)
  • International Customer Management Institute (ICMI) Membership
  • Public Relations Society of America (PRSA)
  • Sales and Customer Service Leadership Association
  • Certified Customer Service Manager (CCSM) certification
  • International Society of Service Professionals

Certifications

  • Certified Public Accountant (CPA)
  • Certified Client Relations Manager (CCRM)
  • Conflict Resolution Certification by Beacon Labs
  • Project Management Professional (PMP)
  • Microsoft Office Specialist (MOS) Certification in Excel
  • Cisco Certified Network Associate (CCNA)
  • Professional in Human Resources (PHR) by HRCI
  • Salesforce
  • ServSafe
  • Microsoft Dynamics 365 Certified Associate

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