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Skills

  • Actionable Reporting on Customer Service Metrics
  • Technical support for Workday
  • Customer satisfaction (CSAT) score improvement
  • Conflict resolution and de-escalation techniques
  • Onboarding and Training New Employees
  • Email Etiquette and Professional Correspondence
  • Customer Service Training and Mentorship
  • Root Cause Analysis for Service Issues
  • Handling complex customer inquiries
  • Client satisfaction survey design and analysis

Work Experiences

  • Created a streamlined escalation process that decreased supervisor escalations by 46% and improved response times by category.
  • Achieved a 57% Net Promoter Score (NPS) improvement.
  • Curated user-friendly product guides.
  • Achieved a 51% drop in reoccurring issues.
  • Cross-sold QuickBooks to customers.
  • Consistently exceeded service benchmarks.
  • Collaborated with product development teams by gathering and delivering customer feedback, leading to the successful launch of ServiceNow in 2017.
  • Answered inbound requests.
  • Gathering customer feedback to improve product quality and service response
  • Demonstrated exceptional problem-solving skills.

Summaries

  • Customer Service and Communication specialist with a proven ability to resolve 16 customer concerns daily, resulting in a 74% reduction in escalations. Recognized for optimizing service processes through feedback loops and enhancing retention by 78% through proactive user onboarding.
  • Collaborated with development teams to gather user feedback.
  • Customer Service Manager with a passion for delivering exceptional service through comprehensive knowledge of CRM systems and optimized escalation processes. Increased productivity by 77% while maintaining agent training accuracy using customized knowledge base revisions.
  • Accomplished customer service leader.
  • Adaptable customer service professional specializing in the optimization of service frameworks, significantly decreasing escalations and improving call handling times by 70% over 2018. Strong background in CRM and data-driven decision-making.
  • Awarded 'Customer Service Representative of the Year'.
  • Boosted revenue by $10 through strategic cross-selling.
  • Consistently achieved 15% SLA compliance.
  • Accomplished customer service leader with experience managing teams of 7+ representatives, consistently achieving 38% SLA compliance. Skilled in developing call scripts and implementing continuous process improvements to reduce average handle time by 52%.
  • Adept at handling high-volume inquiries across phone, chat, and email.

Accomplishments

  • Deployed cross-channel communication strategies, increasing overall customer engagement rates by 49% in 2020.
  • Achieved Six Sigma in SAP, allowing for a more effective resolution of technical issues and a 16% improvement in customer support response times.
  • Enhanced billing accuracy through diligent customer data adherence, decreasing recurring billing issues by 29%.
  • Key contributor to winning Top Performer for best customer service, highlighting excellence in handling high-volume, high-complexity escalations.
  • Improved CSAT score by 52% in 2022 by increasing first contact resolution and reducing average wait time across all communication channels.
  • Successfully executed upselling strategies leading to a 35% increase in monthly sales while maintaining a high customer satisfaction rate.
  • Played a key role in redesigning service protocols, increasing call center efficiency by 49% through streamlined communication methods.
  • Collaborated with cross-functional teams to resolve 4 product-related complaints in metric, reducing issue handling time by 24%.
  • Analyzed and resolved complex customer complaints, decreasing escalation rates by 43% and improving overall client relationship management.
  • Managed a portfolio of high-value clients, reducing churn rate by 49% through personalized communication and proactive resolution of service concerns.

Affiliations

  • Member, AI for Customer Service Initiative — Staying informed on cutting-edge AI tools like chatbot technology to improve service efficiency.
  • Member, Cross-Selling Excellence Forum — Collaborated with experts in refining strategies for upselling and cross-selling in customer interactions.
  • Member, Association for Talent Development (ATD) — Ongoing learning in training customer service teams on metrics improvement and communication tools.
  • Chapter Leader, Customer Experience Professionals Association (CXPA) — Organized local events and webinars on improving the customer journey.
  • Member, Customer Service Institute of America (CSIA) — Engaged in programs related to adhering to best practices in SLA management and customer engagement.
  • Member, Customer Service Leadership Council — Collaborated with industry leaders to improve service delivery frameworks in diverse sectors.
  • Participant, Leadership in Customer Service Institute — Completed advanced training on coaching customer-facing teams.
  • Member, Speech and Communication Trainers Association — Participated in sessions focused on improving customer and team communication in service settings.
  • Event Speaker, International Communication Conference — Presented case studies related to feedback loop implementations improving overall team performance.
  • Associate Member, Project Management Institute (PMI) — Implementing project management methodologies in customer communication program rollouts.

Certifications

  • Help Desk Institute (HDI) Customer Service Representative Certification – program
  • Professional Certificate in Customer Service & Support – method
  • Mastery in First Contact Resolution – procedure
  • KPI Monitoring for Customer Service Certification – standard
  • Certified Customer Service Professional (CCSP) – Lakeside Partners
  • Professional Certificate in Customer Service Leadership – method
  • Customer Retention and Loyalty Management Certification – Harbor & Co.
  • Customer Feedback Management and Data Analytics Mastery – Summit Group
  • Customer Relationship Management (CRM) Specialist Certification – ServiceNow
  • Certified Support Desk Analyst – procedure

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