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Skills

  • Billing analysis and revenue recovery
  • Adaptability to rapidly changing situations
  • Continuous process improvement
  • Data entry
  • Stocking and replenishing
  • Medical terminology knowledge
  • Account management
  • Report preparation
  • Receiving support
  • Client Billing Issue Resolution

Work Experiences

  • Collaborated with vendors to plan more than 16 daily pickups and weekly deliveries.
  • Entered customer interaction details into Power BI to track requests, document problems, and record solutions offered.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • In the top 7% of employees for successful optimized.
  • Processed 7 invoices and mailed documentation to clients each the past year.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Hardworking Customer Resolution Specialist with 10 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Very knowledgeable about Jira, as well as framework competitors and offerings.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Miscellaneous clients.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Resolution Specialist with 3 years of experience in dealing with customer requests and concerns.
  • Dedicated to meeting and exceeding method objectives through effective communication and system abilities.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.

Accomplishments

  • Improved report generation frequency and accuracy by introducing automated reporting systems, cutting manual entry procedures by 80%.
  • Monitored and analyzed performance data from CRM, identifying key areas for service improvements that increased customer satisfaction by 42%.
  • Achieved Top Performer in recognition of consistently resolving customer complaints faster than department targets by 17%.
  • Utilized Asana to create custom dashboards that tracked real-time resolution metrics, enabling proactive adjustments and speeding resolution time by 4%.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 15 in the development of program.
  • Optimized live chat response systems, achieving an industry-leading average response time of less than 10 minutes.
  • Developed and maintained a streamlined process for complaint documentation, reducing resolution time by 58% and improving overall team efficiency.
  • Trained and mentored 18 new team members, enabling the team to meet customer satisfaction goals consistently for the past year.
  • Optimized the multi-channel support system, aligning team priorities to handle inquiries across email, phone, and chat channels seamlessly within 6 months.

Affiliations

  • American Marketing Association (AMA) – Customer Engagement Division
  • International Council of Nurses
  • Association of Information Technology Professionals
  • International Customer Service Association (ICSA)
  • International Association of Customer Service Professionals (IACSP)
  • Rotary International
  • Customer and User Experience Advisory Panel (CUXAP)
  • National Association of Sales Professionals (NASP)
  • Society of Human Resource Management
  • Project Management Institute

Certifications

  • Certified Troubleshooting Expert for IT Services (CTEIT) - HubSpot
  • Certified Escalation Manager - Tableau
  • First Aid/CPR Certified
  • CompTIA Network+
  • Salesforce
  • Conflict Resolution Certification for Service Representatives - Beacon Labs
  • Customer Complaints Handling and Resolution Certification - standard
  • Certified Technical Support Specialist - Vantage
  • Certified Customer Success and Engagement Specialist (CCSES) - Summit Group
  • Certified Process Improvement Specialist – metric

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