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Skills

  • Retail materials management
  • Conflict resolution and de-escalation techniques
  • Multi-line phone talent
  • Team leadership and supervision
  • Retail store support
  • Stock management
  • Account management
  • Training program development
  • Microsoft Office Suite proficiency
  • Active listening skills

Work Experiences

  • Demonstrated excellent attention to detail, organizational skills, and the ability to manage multiple tasks and projects at the same time.
  • Implemented and spearheaded were my go-to tools for maintaining confidentiality.
  • Double-checked all inbound contracts and service agreements for pricing and information accuracy.
  • Managed expectations and demonstrated excellent follow-through in relation to stakeholder engagement.
  • Evaluated the risks and potential consequences of contract changes, informing Customer Service Agent, Contracts in detail of my concerns in order to avoid liabilities.
  • Achieved a 16% drop in follow-up inquiries.
  • Achieved a customer satisfaction score of 33% by fostering a positive, solution-focused engagement with each client.
  • Exuded high energy and professionalism when dealing with clients and staff at all levels.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 8 years.
  • Exceptional at cultivating long-term, loyal customer relationships.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Excellent interpersonal skills and a friendly demeanor.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Committed to building long-term relationships with customers in order to encourage repeat business and ensure customer satisfaction.
  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.
  • Bring extensive high-call volume experience working with process consumers spanning 4 years.
  • Determined Contract Administrator with 18 years of cost volume preparation and proposal submission experience.
  • Process improvement and workflow optimization expertise

Accomplishments

  • Leveraged CRM skills with Jira to manage 10 accounts, ensuring timely invoicing, accurate billing, and reducing subscription discontinuation by 52%.
  • Collaborated with a training team to onboard and mentor 13 new hires, implementing a structured training program that decreased training time by 64%.
  • Improved account management accuracy by refining documentation processes, eliminating billing errors, and reducing disputes by 80%, increasing customer satisfaction.
  • Developed and presented monthly training sessions on newest CRM functionalities, resulting in a team-wide productivity increase of 61%.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Trained a team of 18 in applying customer support best practices, leading to a 81% boost in overall team performance within 18 months.
  • Contributed to a 54% reduction in support ticket backlog by automating certain repetitive tasks and reprioritizing urgent customer queries in 2023.
  • Optimized upsell strategies that resulted in a 75% increase in average order value across all transactions in 2015 by analyzing customer buying trends.
  • Coordinated with both sales and compliance teams to ensure new customer acquisition led to smooth contract processing, with a 49% reduction in errors.
  • Resolved product issue through consumer testing.

Affiliations

  • Team Leader Affiliation at the Global Service Excellence Initiative
  • Customer Care Institute (CCI) Membership
  • Founding Member of the Customer Retention Guild
  • Society of Women Engineers
  • Customer Service Training Institute (CSTI) Participant
  • International Customer Service Association program - Member
  • National Customer Service Association (NCSA) Leadership Badge
  • National Association of Social Workers
  • Affiliate of the Chartered Institute of Customer Management (CICM)
  • Jaycees

Certifications

  • Certified Customer Service Professional (CCSP)
  • Microsoft Office Specialist (MOS) Certification
  • Certified Service Strategy Professional (CSSP)
  • Cisco Certified Network Associate (CCNA)
  • Business Process Improvement Certification
  • Lean Six Sigma Yellow Belt Certification
  • Salesforce
  • CompTIA Network+
  • Communication in Customer Service Certification from method
  • Customer Satisfaction (CSAT) Improvement Certificate

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