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Skills

  • Customer Satisfaction Enhancement
  • Data-driven decision making
  • Warehousing functions
  • Complaint resolution
  • CRM
  • Professional telephone demeanor
  • POS systems expert
  • Handling high-volume customer inquiries
  • Escalation management and resolution
  • Stocking and replenishing

Work Experiences

  • Used a POS system to itemize and total the purchases of 3 customers.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Kept up to date on product and service changes.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Processed 5 invoices and mailed documentation to clients each 18 months.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Customer Service Center Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and method department guidelines.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of workflow optimization and data analysis as well as workflow optimization training.
  • Customer Service Center Representative is a multi-talented Customer Service Center Representative who is consistently rewarded for planning and operational improvements.
  • Competent Customer Service Center Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Strengths in process improvement and project management backed up by Miscellaneous training.
  • Very knowledgeable about Adobe Creative Suite, as well as metric competitors and offerings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Exceeded daily call handling targets by 70% over 6 months through efficient call routing and prioritization.
  • Achieved 31% increase in customer satisfaction by streamlining the internal process for handling high-priority tickets.
  • Collaborated with team of 7 in the development of category.
  • Played a pivotal role in testing and launching a new product support system, which decreased ticket response times by 85%.
  • Upsold and cross-sold Adobe Creative Suite during customer interactions, generating $11 in additional sales within one year.
  • Improved first-call resolution by 84% through training on Adobe Creative Suite technical troubleshooting protocols.
  • Coordinated with technical support teams to resolve complex technical problems for clients, reducing follow-up requests by 49%.
  • Initiated proactive communication campaigns targeting at-risk clients, reducing churn rates by 30% over two years.
  • Utilized Salesforce CRM to manage and track customer interactions, resulting in a 75% improvement in response times.
  • Developed a standardized workflow for addressing common issues, streamlining the process and increasing first-contact resolution by 74%.

Affiliations

  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Associates in Customer Service and Support, program, 2016
  • Customer Contact Week (CCW) - Participant or Speaker
  • Professional Development in High-Volume Call Center Management, Vantage
  • American Marketing Association
  • Society of Human Resource Management
  • Help Desk Institute (HDI)
  • Membership in Conflict Resolution Training Meridian
  • Jaycees

Certifications

  • Google Workspace Certified Administrator
  • CompTIA A+ Technician
  • Salesforce Certified Service Cloud Consultant
  • Complaint Handling and Resolution Specialist (CHRS) – Vantage
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Service Level Agreement (SLA) Management Certification – Northwind
  • Customer Service Excellence Certification – Beacon Labs
  • Customer Success Management Fundamentals - Power BI

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