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Skills

  • Conflict resolution and issue escalation handling
  • Customer advocacy and empathy
  • Receiving support
  • Cross-functional team collaboration
  • Stock management
  • Collaboration with product teams
  • Shipping procedures understanding
  • Multi-line phone talent
  • Order fulfillment
  • Building and maintaining strategic client relationships

Work Experiences

  • Kept the procedure and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Increased the team's revenue totals by bringing in more than $6 in personal the past year sales.
  • In the top 4% of employees for successful automated.
  • Replaced out-of-stock items with new QuickBookss to satisfy dissatisfied customers.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.

Summaries

  • QuickBooks expert with 8 years of experience in related roles.
  • Clear understanding of workflow optimization and process improvement as well as workflow optimization training.
  • Customer service specialist with over 11 years of experience resolving account and service issues for Miscellaneous clients.
  • Bring extensive high-call volume experience working with standard consumers spanning 9 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Strengths in client relations and strategic planning backed up by Miscellaneous training.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Jira expert with experience in vendor management services.

Accomplishments

  • Established
  • Prepared
  • Implemented a proactive customer outreach schedule, resulting in a reduction of escalating complaints by 21%.
  • Increased
  • Monitored
  • Researched
  • Delivered insights to the product team to help optimize service offerings, increasing client satisfaction rates by 44%.
  • Documented and resolved category which led to metric.
  • Managed
  • Integrated

Affiliations

  • National Customer Service Association
  • Service Quality Institute (SQI) – Customer Loyalty Programs
  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association
  • International Council of Customer Service Organizations (ICCSO)
  • Global Customer Experience Management Summit
  • Lions Club
  • Rotary International

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Dynamics 365 for Customer Service Certification
  • Advanced Customer-Centric Strategies Certification - initiative
  • Certified CRM Consultant – Salesforce
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundations for Customer Service Management
  • Cisco Certified Network Associate (CCNA)
  • Customer Engagement and Loyalty Certification - initiative
  • Certified Public Accountant
  • First Aid/CPR Certified

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