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Skills

  • Cross-functional collaboration with quality assurance
  • Report preparation
  • Medical terminology knowledge
  • Stock management
  • Written and oral communication
  • Order fulfillment
  • Payment processing
  • LiveChat
  • Call queue management
  • Database management

Work Experiences

  • Achieved high customer loyalty per quarterly surveys.
  • Complex issues involving the online order system or technology were referred to the help desk for further investigation.
  • Created a the past year system report on incoming answered call volume and gave Customer Service Call Center Representative data insight.
  • Assisted in refining the new-hire training program, helping decrease ramp-up time for new representatives by 36%.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Assumed ownership of high-priority cases.
  • Started the process of terminating the customer's contract upon request.
  • Investigated issues by looking for similar problems in the past and recommending the best solution.
  • Helped the business achieve and maintain industry-leading customer service ratings.
  • Consistently met or exceeded satisfaction ratings.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Expert Customer Service Call Center Representative with a strong work ethic and experience resolving customer issues using scripted responses.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • Exceptional at cultivating long-term, loyal customer relationships.
  • Excellent communicator with 4 years of experience as a Customer Service Representative in high-volume call centers.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Committed to providing world-class customer service while remaining professional.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and system department guidelines.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Leveraged analytics to forecast customer demand trends, leading to a 23% increase in first-call resolution rates.
  • Handled Salesforce CRM data entry for 16 client accounts, ensuring accuracy in customer profiles and communication history.
  • Developed incentive-based troubleshooting program, improving team productivity by 56% and reducing turnover.
  • Documented and resolved standard which led to initiative.
  • Led implementation of new quality monitoring system which improved accuracy in call assessments by 15%.
  • Developed cross-functional training materials that integrated key product/service updates, reducing onboarding time for new hires by 19%.
  • Decreased ticket escalations to second-tier support by 80% through implementation of enhanced first-call resolution strategies.
  • Managed account portfolios for high-value clients, customizing service to reduce potential churn by 43% over two years.
  • Achieved Outstanding Service Award for resolving 80% of high-priority customer cases within system.
  • Earned PMP in Tableau, helping to streamline ticketing and resolution processes.

Affiliations

  • National Association of Social Workers
  • Call Center Industry Advisory Council (CIAC)
  • Society of Women Engineers
  • Society of Human Resource Management
  • Telecom Risk Management Association (TRMA)
  • Professional Association for Customer Engagement (PACE)
  • Women in Customer Service Leadership (WCSL)
  • Business Process Outsourcing Association (BPOA)
  • National Customer Service Association (NCSA)
  • Certified Call Center Manager (CCCM) Program Achievement

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Professional Certificate in Customer Relationship Management (CRM) Summit Group
  • Certified Call Center Manager (CCCM) - Workday
  • Apple Certified Associate (ACA)
  • Certified Contact Center Compliance Officer (CCCO) - Ironclad Systems
  • Customer Success Management Certification - Beacon Labs
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Retention Specialist (CCRS) - 2021
  • Customer Data Management Certification (CRM-Focused) - HubSpot

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