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Skills

  • Key stakeholder relationship building
  • Receiving support
  • Data entry
  • Call Center Analytics
  • Performance management
  • Call center leadership
  • Stocking and replenishing
  • Training program development
  • Coaching for soft skills development
  • Order fulfillment

Work Experiences

  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Collaborated with vendors to plan more than 16 daily pickups and weekly deliveries.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Welcomed, greeted, and assisted customers, generating $18 in one year revenue in a high-traffic store.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Customer service specialist with over 9 years of experience resolving account and service issues for Miscellaneous clients.
  • Fluent in Spanish. Personable and professional communicator.
  • Achieved success in providing unsurpassed customer service.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer Service Coach is a service-oriented Customer Service Coach with unrivaled customer service, task prioritization, and time management skills.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Bring extensive high-call volume experience working with procedure consumers spanning 17 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Collaborated with the IT team to streamline the onboarding process for a new CRM tool, decreasing the agent learning curve by 31%.
  • Led the standardization of internal documentation, improving response consistency and contributing to a 26% reduction in repeat tickets.
  • Resolved 8 high-impact escalations with a 55% success rate, improving the overall customer retention rate by 39%. 6 months
  • Trained and coached 12 customer service agents on improving first contact resolution (FCR), boosting overall departmental FCR rates by 60%.
  • Organized cross-functional meetings to align customer service goals with product development, driving a 19% reduction in error reports.
  • Reduced customer churn by 39% through targeted agent coaching on early engagement and proactive issue resolution.
  • Led a department-wide customer satisfaction training initiative that increased post-interaction feedback ratings by 71%. 2021
  • Monitored and analyzed live calls using Microsoft Excel for immediate coaching feedback, improving agent performance scores by 57%.
  • Designed and implemented Workday dashboards for performance monitoring, increasing team efficiency and reducing errors by 71%.
  • Created insights from customer feedback during quarterly reviews which drove strategic decisions that resulted in 26% improvement in process efficiency.

Affiliations

  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • International Coach Federation (ICF)
  • Customer Success Association (CSA)
  • Customer Contact Association (CCA)
  • Customer Driven Leadership Program (CDLP)
  • Freemason
  • Call Center Network Group (CCNG)
  • International Customer Service Association (ICSA)
  • American Medical Informatics Association

Certifications

  • Customer Service Escalation Management Strategy Certification - framework
  • Customer Service Experience Management (CXM) Certification - procedure
  • Accredited Customer Experience Trainer (ACET) – standard
  • Google Certified Professional Cloud Architect
  • Customer Experience Analytics and Metrics - framework
  • CompTIA Security+
  • Certified Employee Trainer for Onboarding - Northwind
  • Certified Customer Success Manager (CCSM) – method
  • Certified Trainer and Customer Service Coach - Lakeside Partners
  • Call Center Management Certification - initiative

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