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Skills

  • Receiving support
  • Complaint case documentation
  • Customer relationship management (CRM) proficiency
  • Customer satisfaction surveys and feedback analysis
  • Account management
  • Account management and client follow-up
  • Customer Behavior Analysis
  • Interdepartmental coordination
  • Escalation management
  • Retail materials management

Work Experiences

  • Kept up to date on product and service changes.
  • Handled over 4 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Facilitated method orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Created and maintained a detailed database to develop promotional sales.
  • Welcomed, greeted, and assisted customers, generating $8 in one year revenue in a high-traffic store.
  • Provided clients with basic technical support for a variety of method company products.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Customer Service Account Representative with 12 years of experience in dealing with customer requests and concerns.
  • ServiceNow expert with 3 years of experience in related roles.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Customer Service Account Representative with 12 years of successful data analysis and project management experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Clear understanding of budget management and cross-functional collaboration as well as process improvement training.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.

Accomplishments

  • Collaborated with team of 17 in the development of standard.
  • Achieved a 37% reduction in repeat inquiries by enhancing first-call resolution methods through targeted training initiatives.
  • Developed and implemented company-wide issue-tracking templates, enhancing reporting accuracy and service coordination by 63%.
  • Monitored team performance metrics and created customized improvement plans that increased productivity by 35% over 18 months.
  • Tracked customer lifecycle metrics, adjusting proactive outreach initiatives, resulting in a 31% increase in customer retention over several months.
  • Conducted thorough post-service surveys, identifying areas of improvement that led to a 57% boost in overall customer experience.
  • Established and optimized live chat scripts, improving efficiency and customer satisfaction by maintaining a 10% resolution rate through this channel.
  • Oversaw customer feedback collection and analysis efforts, presenting actionable insights that improved retention by 66%.
  • Identified process gaps during service delivery, spearheading changes that reduced average response times by 16%.
  • Oversaw customer escalation management across multiple accounts, achieving resolution in under 7 hours with 53% client satisfaction.

Affiliations

  • American Society for Quality (ASQ) – Customer Service Quality Management Certification
  • American Society of Safety Professionals
  • Customer Success and Support Leaders Network
  • Customer Service Professionals Network (CSPN)
  • National Association of Account Managers and Customer Representatives (NAAMCR)
  • Jaycees
  • American Marketing Association
  • International Institute of Customer Service (IICS)
  • Toastmasters
  • Lions Club

Certifications

  • Customer Retention Specialist Certification by category
  • Certified Call Center Manager (CCCM) by RCCSP Professional Education Alliance
  • Certified Service Desk Manager (CSDM) by SDI
  • First Aid/CPR Certified
  • Certified Net Promoter Associate by CustomerGauge
  • Certified Public Accountant
  • Six Sigma Yellow Belt Certification by procedure
  • Customer Engagement Leadership Certification initiative
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Success Manager (CCSM) by SuccessCOACHING

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