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Skills

  • International sales support
  • Route dispatch
  • Warehousing functions
  • Client-focused service delivery
  • Complex issue resolution
  • Credit card processing
  • Complaint resolution optimization
  • Strategic sales knowledge
  • Cross-departmental collaboration
  • Customer Loyalty Program Development

Work Experiences

  • Created and maintained a detailed database to develop promotional sales.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Used a POS system to itemize and total the purchases of 16 customers.
  • Contributed to $17 in annual store sales per 18 months.
  • Collaborated with vendors to plan more than 13 daily pickups and weekly deliveries.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 16 years.
  • Customer Relations Staff Member is a service-oriented Customer Relations Staff Member with unrivaled customer service, task prioritization, and time management skills.
  • Jira expert with 16 years of experience in related roles.
  • Strengths in data analysis and quality assurance backed up by Miscellaneous training.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Achieved success in providing unsurpassed customer service.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate method systems is one of my specialties.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Customer Relations Staff Member who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.

Accomplishments

  • Served as a liaison between engineering teams and customers, translating technical challenges into actionable service improvements.
  • Trained and mentored 10 junior support agents, leading to an 61% improvement in customer satisfaction scores.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Piloted a Customer Retention Project that enhanced service satisfaction by identifying at-risk accounts and providing preemptive solutions.
  • Automated workflows in ServiceNow, improving efficiency in handling customer requests and reducing manual errors by 33%.
  • Reduced service disruptions for customers by 19% through proactive monitoring and intervention strategies.
  • Achieved a Excellence Award for resolving 5 customer tickets with a resolution time of less than 6 months, contributing to company-wide operational efficiency.
  • Documented and resolved initiative which led to standard.
  • Implemented a new customer feedback loop, decreasing response time for service improvement requests by 46%.
  • Collaborated cross-functionally to develop a multi-channel support approach, which resulted in an increase in first-call resolutions by 54%.

Affiliations

  • American Medical Informatics Association
  • Lions Club
  • National Business Education Association (NBEA)
  • Customer Service Institute of America (CSIA)
  • Freemason
  • Global Association for Customer Experience Professionals
  • Client Services and Support International (CSSI)
  • Rotary International
  • Help Desk Institute (HDI)
  • Service Quality Measurement Group (SQM)

Certifications

  • Certified Expert in Customer Retention Strategies – Harbor & Co.
  • Certified Professional in Social Customer Care (CPSC) - Phoenix
  • Certified Relationship Marketing Professional (CRMP)
  • Business Communication Certification, Ironclad Systems
  • Certified Customer Feedback and Survey Analyst - QuickBooks
  • Google Analytics Certification - 2023
  • Certified Specialist in CX Design Thinking - Beacon Labs
  • Certified Multichannel Communication Expert - Brightline
  • First Aid/CPR Certified
  • Six Sigma Yellow Belt Certification Vantage

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