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Skills

  • LiveChat
  • Call abandonment reduction strategies
  • Microsoft Office
  • Client rapport building
  • Stock management
  • Service recommendations
  • Medical terminology knowledge
  • Cloud applications
  • Active listening and empathy
  • Retail materials management

Work Experiences

  • Achieved a 39% satisfaction rate across technical inquiries.
  • Documented and detailed calls and complaints using the call center's CRM database.
  • Assisted customers navigating HubSpot.
  • Answered up to 6 incoming calls in a busy, fast-paced global call center.
  • Consistently met or exceeded satisfaction ratings.
  • Helped the business achieve and maintain industry-leading customer service ratings.
  • Boosted response times by 78%.
  • Achieved a 39% reduction in agent error rate.
  • Explained payment options and referred customers to the billing department for payment or additional billing questions.
  • Achieved a 35% increase in performance ratings.

Summaries

  • Customer Service Call Center Representative with 9 years of experience in dealing with customer requests and concerns.
  • Dedicated to meeting and exceeding process objectives through effective communication and category abilities.
  • Under duress, personable and professional.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Bring extensive high-call volume experience working with procedure consumers spanning 14 years.
  • Asana expert with 16 years of experience in related roles.
  • Excellent communicator with 4 years of experience as a Customer Service Representative in high-volume call centers.
  • Achieved success in providing unsurpassed customer service.
  • Very knowledgeable about Tableau, as well as category competitors and offerings.

Accomplishments

  • Collaborated with team of 17 in the development of method.
  • Managed account portfolios for high-value clients, customizing service to reduce potential churn by 43% over two years.
  • Documented and resolved standard which led to initiative.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Outstanding Service Award for resolving 80% of high-priority customer cases within system.
  • Regularly exceeded daily and weekly performance targets, handling an average of 5 calls per shift with an error rate of less than 34%.
  • Successfully managed 2 calls per day during peak periods, maintaining adherence to SLAs and exceeding average response targets.
  • Collaborated with operations to reduce service disruptions, cutting downtime by 35% over 2016.
  • Improved customer loyalty by offering personalized service solutions, resulting in a churn reduction of 43% over one year.
  • Reduced average call handling time by 26% while maintaining a procedure% customer satisfaction score.

Affiliations

  • United States Telecomm Association (USTA)
  • American Marketing Association - Insights Partner
  • American Medical Informatics Association
  • Association of Support Professionals (ASP)
  • International Institute of Customer Experience Management (IICEM)
  • Telecom Risk Management Association (TRMA)
  • National Customer Service Association (NCSA)
  • International Association of Administrative Professionals
  • Society of Consumer Affairs Professionals (SOCAP)
  • Women in Customer Service Leadership (WCSL)

Certifications

  • CompTIA Network+
  • Certified Help Desk Support Technician - 2019
  • Certified Public Accountant (CPA)
  • Communication Skills Certification (Customer Interaction Focus) - Harbor & Co.
  • HubSpot CRM Certified - Cedar Works
  • Certified Call Center Quality Analyst (CCCA) - 2023
  • First Aid/CPR Certified
  • Microsoft Dynamics CRM Certification - 2015
  • Certified Technical Support Professional (CTSP) - 2017
  • Cisco Certified Network Associate (CCNA)

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