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Skills

  • Escalation management
  • Team building
  • Program oversight
  • Budgets
  • Conflict de-escalation techniques
  • Consulting
  • Interpersonal Communication and Empathy
  • Relationship development
  • Business operations
  • Communication skills (verbal and written)

Work Experiences

  • Created a program to promote new managers from within the company, resulting in a more cohesive management structure.
  • Achieved a 81% decrease in email queries.
  • Achieved retention during a critical service upgrade phase.
  • Achieved a 47% boost in satisfaction for 2017.
  • Centralized customer feedback through Jira implementation, allowing for predictive insights that led to a 55% upsell rate.
  • Achieved an average satisfaction rating of 45%.
  • Authored 18 templates for standard responses, decreasing average resolution time by 65% and improving consistency across multiple channels.
  • Led performance initiatives that resulted in a 15% increase in revenue.
  • Achieved a 38% upsell rate.
  • Oversaw technological advancements in order to reduce waste and business bottlenecks.

Summaries

  • Achieved a 54% reduction in handling times.
  • Visionary leader with a track record of transforming organizations and managing change.
  • Customer Response Executive with 5 years of experience in Miscellaneous who is detail-oriented.
  • With accomplishments in sales, marketing, advertising, and executive management, she is forward-thinking and proactive.
  • Results-driven Miscellaneous executive with a proven track record of streamlining operations, increasing profits, and increasing market penetration.
  • By effectively determining and meeting customer needs, implementing price models, and optimizing inventory control procedures, the network is expanded.
  • Achieved a 62% reduction in escalated cases.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Successful Customer Response Executive with 15 years of progressive Miscellaneous experience.
  • Achieved results within the past year.

Accomplishments

  • Recognized as Outstanding Service Award for optimizing post-support customer surveys leading to a 26% increase in net promoter scores (NPS) over several months.
  • Streamlined customer query analysis by categorizing feedback, identifying key trends shared with product teams to lower defect complaints by 22%.
  • Fueled customer loyalty by implementing a 8-step feedback process and identifying pain points that resulted in a 38% drop in attrition.
  • Resolved 18 high-priority system outages by collaborating cross-departmentally, ensuring a 29% reduction in downtime for clients.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 12 in the development of metric.
  • Facilitated seamless integration of live chat support, improving first-response time by 54%, and reducing follow-up cases by 36%.
  • Achieved a 73% on first-contact resolution by refining troubleshooting processes within the support division through Workday integration.
  • Implemented a multi-channel communication strategy, diversifying customer contact via email, chat, and social media, resulting in a 69% increase in service accessibility.
  • Proactively monitored support operations via Jira dashboard, ensuring resolution of tickets within 10 hours to meet company SLAs.

Affiliations

  • Jaycees
  • Customer Success Association (CSA)
  • Project Management Institute
  • ITIL Foundation Certification for Customer Support - 2016
  • Association of Information Technology Professionals
  • Customer Experience Professionals Association (CXPA)
  • International Customer Management Institute (ICMI)
  • Association for Talent Development (ATD) - Customer Support Training Certification - 2024
  • American Marketing Association
  • Society of Workforce Planning Professionals (SWPP)

Certifications

  • Professional Customer Care Skills Program – standard
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Strategy & Planning Professional – Vantage
  • HubSpot Service Hub Software Certification - category
  • Customer Retention Management Certification - Beacon Labs
  • Customer Service Excellence Certificate - Beacon Labs
  • Omnichannel Customer Service Strategies – Northwind
  • Social Media Customer Care Certification – SAP
  • Advanced CRM Administration Certification method

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