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Skills

  • Route dispatch
  • Cross-functional collaboration
  • Performance management
  • Data entry
  • Data-driven decision making
  • Agent performance monitoring
  • Staff education and training
  • Report preparation
  • Stock management
  • Retail materials management

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided clients with basic technical support for a variety of process company products.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Created and maintained a detailed database to develop promotional sales.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Kept up to date on product and service changes.
  • Increased the team's revenue by over $11 in sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Customer Service Coach who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Bring extensive high-call volume experience working with procedure consumers spanning 17 years.
  • Microsoft Excel expert with 4 years of experience in related roles.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Competent Customer Service Coach with a desire to exceed sales targets and establish long-term customer relationships.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Very knowledgeable about Workday, as well as system competitors and offerings.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Initiated bi-weekly coaching sessions resulting in a 48% improvement in NPS (Net Promoter Score) within several months.
  • Trained and coached 12 customer service agents on improving first contact resolution (FCR), boosting overall departmental FCR rates by 60%.
  • Collaborated with the IT team to streamline the onboarding process for a new CRM tool, decreasing the agent learning curve by 31%.
  • Established a root cause analysis program for repeat customer complaints, leading to a 41% drop in escalated issues involving basic queries.
  • Reduced customer churn by 39% through targeted agent coaching on early engagement and proactive issue resolution.
  • Organized cross-functional meetings to align customer service goals with product development, driving a 19% reduction in error reports.
  • Coached new hires, utilizing a customized shadowing process that improved 79% during their initial one year by 71%
  • Managed escalated cases from priority customers, successfully reducing escalation time by 76% and saving an estimated $167,000 in annual refunds.
  • Boosted team morale and performance by implementing a peer mentorship program, raising employee engagement scores by 58%.
  • Resolved 8 high-impact escalations with a 55% success rate, improving the overall customer retention rate by 39%. 6 months

Affiliations

  • American Society for Quality (ASQ)
  • Society for Human Resource Management (SHRM)
  • European Association of Service Providers (EASP)
  • National Customer Service Association (NCSA)
  • Contact Center World
  • Freemason
  • International Council of Nurses
  • American Marketing Association
  • American Management Association (AMA)
  • National Speakers Association (NSA)

Certifications

  • Help Desk Institute (HDI) Customer Service Representative Certification
  • Certified Customer Service Manager (CCSM) - system
  • Certified Customer Success Manager (CCSM) – method
  • ServSafe
  • First Aid/CPR Certified
  • Call Center Management Certification - initiative
  • Customer Service Experience Management (CXM) Certification - procedure
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Customer Complaint Resolution Certification – category

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