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Skills

  • Conflict resolution and negotiation
  • Miscellaneous regulations knowledge
  • Business process improvement
  • Contract development
  • Customer relations
  • Clerical support
  • Call center experience
  • Advanced CRM system management
  • Complaint resolution optimization
  • Transportation solution development

Work Experiences

  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Handled the needs of up to 8 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Exceeded several months service goals using customer service, sales, and employee management best practices.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.

Summaries

  • Service-oriented and quality-focused, with 10 years of Miscellaneous experience and a track record of success.
  • Trained in the use of QuickBooks and has in-depth knowledge of performance reporting.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Customer Relations Lead with over 4 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Mentoring and coaching skills in a dynamic professional.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Excel in QuickBooks offerings, Asana use, and cross-functional collaboration.
  • Method regulations and procedures are second nature to me.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.

Accomplishments

  • Achieved an overall net customer satisfaction score of 65% through meticulous account management and strong relationship-building efforts.
  • Collaborated directly with operations to implement workflow improvements that resulted in a 77% decrease in issue reoccurrence.
  • Worked closely with leadership to define customer feedback loops post-service interactions, increasing actionable feedback by 65% and aiding in continuous service improvement.
  • Successfully coached a junior colleague through difficult client situations, resulting in 16 resolved escalations and an overall 69% improvement in mentor team performance.
  • Assisted in the design of customer service playbooks, ensuring team consistency in handling complex client concerns and achieving 75% compliance in standard operating procedures.
  • Managed a team of 8 customer service agents, consistently achieving 67% adherence to service level agreements (SLAs).
  • Drove consistency in handling escalated issues by formalizing an escalation process, leading to a 47% faster resolution time for complex cases.
  • Spearheaded a campaign to renew key contracts, securing 73% of target accounts for an additional two years.
  • Created internal knowledge bases for resolving frequent customer concerns, leading to a 67% reduction in inquiry response time and higher team efficiency.
  • Resolved 14 critical customer escalations, reducing potentially lost revenue by $18 and achieving 81% retention of at-risk clients.

Affiliations

  • Lean Six Sigma Green Belt Certified (Year) - Applied Lean Six Sigma methodologies to reduce service error rates within the organization.
  • Certificate in Advanced Customer Journey Analysis (Year) - Specialized in mapping out end-to-end customer journeys for drastic service improvements.
  • Participated in the Certified Revenue Cycle Specialist Program - Focused on revenue recovery and handling of billing discrepancies in service departments.
  • Member, International Customer Management Institute (ICMI) - Engaged in training programs focusing on enhancing customer service levels and lifecycle management.
  • Affiliated with the International Institute of Business Analysis (IIBA), focusing on business process improvements within customer relations.
  • Certified Net Promoter Score (NPS) Leader - Applied NPS best practices for measuring and improving customer satisfaction and loyalty.
  • Member, Customer Experience Professionals Association (CXPA) - Contributed and collaborated on best practices in customer journey mapping.
  • Continuous Improvement Certification (Year) - Applied continuous improvement strategies to increase first-call resolution rates through data analysis.
  • Active Member, Service Recovery Excellence Institute - Focused on methodologies to improve customer recovery programs and reduce service recovery costs.
  • Affiliated with Digital Experience Monitoring Association (DXMA) - Focus on improving digital touchpoints in customer journeys to enhance engagement rates.

Certifications

  • Advanced Customer Engagement Certification by method
  • Certified Customer Retention Specialist (CCRS) by metric
  • Emotional Intelligence (EQ) in Customer Service Certification by process
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP) by metric
  • Digital Customer Service Leadership Certification by standard
  • MBA with a focus on Customer Experience Management
  • Professional in Customer Service (PCS) by National Customer Service Association (NCSA)
  • Customer Service Excellence Certification by method
  • First Aid/CPR

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