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Skills

  • Stocking and replenishing
  • Escalation management
  • Key stakeholder relationship building
  • Conflict resolution in customer service
  • Credit card processing
  • Service standard compliance
  • Medical terminology knowledge
  • Complaint mediation and handling
  • Account management
  • Behavioral understanding for churn reduction

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Increased the team's revenue by over $12 in sales.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Assisted and cross-trained other customer service managers.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Customer Retention Representative is a multi-talented Customer Retention Representative who is consistently rewarded for planning and operational improvements.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Asana expert with experience in project management services.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Collaborated with the marketing team to create customer loyalty incentives program, which contributed to a 67% increase in repeat purchases.
  • Provided actionable retention-focused insights to the sales team, helping capture an additional $15 in contract renewals over 18 months.
  • Spearheaded a multi-channel communication strategy, enhancing response time and increasing customer engagement leading to a 66% reduction in churn risk.
  • Collaborated with product management to address customer pain points, yielding a 73% improvement in product satisfaction and long-term retention.
  • Performed root cause analyses of cancellations, developed strategies that decreased churn by 31% in performance reporting.
  • Took ownership of client accounts, driving revenue recovery of $2 in at-risk renewals within two years.
  • Resolved product issue through consumer testing.
  • Successfully supported sales team renewals through churn-likelihood insights, adding $2 in retained revenue over 18 months.
  • Utilized customer feedback surveys to create a more personalized approach, leading to a 19% reduction in service cancellations.
  • Led a project that overhauled the customer recovery process, improving client win-back rates by 46% across a one year period.

Affiliations

  • Customer Service Professionals Network
  • Society for Marketing Professional Services (SMPS)
  • Society of Human Resource Management
  • Toastmasters
  • Certified Customer Experience Professional (CCXP)
  • Certified Customer Success Manager (CCSM) ITIL
  • Customer Operations Performance Center (COPC) - Registered
  • Project Management Institute (PMI) Membership
  • Certified Professional in Supply Management (CPSM)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • ServSafe
  • Certified Call Center Customer Service Professional - Lakeside Partners
  • Professional Certificate in Data-Driven Decision Making for Retention - Beacon Labs
  • Certified Sales Enablement Professional (CSEP) - Harbor & Co.
  • CompTIA A+ Technician
  • Certified Professional in Customer Service & Retention - Beacon Labs
  • Certified Customer Success Manager (CCSM) - Summit Group
  • Certified Specialist in Customer Lifecycle Management - Ironclad Systems
  • CompTIA Network+
  • Project Management Professional (PMP)

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