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Skills

  • Cross-department collaboration
  • Credit card processing
  • International sales support
  • Route dispatch
  • Customer feedback program development
  • Shipping procedures understanding
  • Professional telephone demeanor
  • Handling international account issues
  • Multi-channel support (phone, email, chat)
  • Order fulfillment

Work Experiences

  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Educated employees on company procedures and services.
  • Kept the framework and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Acquired 18 new customers, resulting in 12% revenue for the team.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Microsoft Excel and standard techniques have been taught to me.
  • Customer Service Account Specialist is a service-oriented Customer Service Account Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Very knowledgeable about HubSpot, as well as metric competitors and offerings.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Achieved success in providing unsurpassed customer service.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Hardworking Customer Service Account Specialist with 6 years of telecommuting experience meeting customer needs.
  • Under duress, personable and professional.

Accomplishments

  • Published weekly performance reports that identified improvement areas, leading to a 61% quarterly performance improvement.
  • Stayed updated on product knowledge, resulting in 84% reduction in escalations due to misinformation.
  • Developed metrics and KPIs to monitor and improve customer service, achieving a 69% improvement in key service performance indicators.
  • Led cross-functional efforts to develop a new customer feedback program, improving NPS by 19% within 2017.
  • Handled 17 inbound calls and live chats daily, achieving a 75% first-call resolution rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed a customer feedback loop that helped increase positive customer reviews by 52% in 2016.
  • Utilized CRM systems to track, escalate, and resolve 10 high-priority customer issues on a daily basis.
  • Collaborated closely with product and operations teams to address systemic issues, reducing product returns by 79%.
  • Trained and mentored 3 new customer service agents, improving team-first response accuracy by 39% over two years.

Affiliations

  • Digital Customer Support Leaders Association (DCSLA)
  • Association of Customer Loyalty Professionals (ACLP)
  • American Society for Quality (ASQ) - For individuals committed to service improvement and process optimization.
  • Professional Communication and Training Association (PCTA)
  • Women in Customer Experience (WiCX)
  • LinkedIn Groups - Customer Experience Experts (Online Membership Group)
  • AI in Customer Service Association
  • Association of Account and Customer Relationship Managers
  • Call Center Network Group (CCNG)
  • National Customer Service Association (NCSA)

Certifications

  • Zendesk Support Administrator Certification
  • ITIL Foundation Certification in IT Service Management
  • Certified Professional in Customer Service (CPCS) from the Institute of Customer Service
  • Certified Service Desk Analyst (SDA) from SDI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Support Optimization Professional (CSOP)
  • First Aid/CPR Certified
  • Certified Technology Specialist (CTS) for Account Management Professionals
  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)

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