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Skills

Shipping procedures understanding
MS Office proficiency
Medical terminology knowledge
Collaboration with cross-functional teams (e.g., product, billing, IT)
Customer journey mapping and process improvement
Route dispatch
Good listening skills
Customer relationship management (CRM) systems proficiency
Staff education and training
Creating and maintaining FAQs and knowledge bases

Work Experiences

Increased the team's revenue totals by bringing in more than $8 in personal three years sales.
Answered customer calls promptly to avoid long wait times on hold.
Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
Multitasked effectively to handle the needs of website chat and phone customers at the same time.
Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.
Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
Entered information about customer interactions into ServiceNow to track requests, document problems, and keep track of solutions provided.
Communicated with management about trends in customer calls to aid team efficiency and success.
Contributed to $13 in annual store sales per three years.
Collaborated with management to come up with proactive customer service solutions and put them into action.

Summaries

Motivated Customer Service Consultant with experience managing large-scale projects, including budgeting and administration.
Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
Customer service specialist with over 5 years of experience resolving account and service issues for Miscellaneous clients.
Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
Dedicated to meeting and exceeding category objectives through effective communication and metric abilities.
Retail Sales Associate with 16 years of customer service experience in fast-paced, dynamic environments.
Dedicated to exceeding expectations and leading the team to success.
Jira expert with experience in client relations services.
Workday expert with 18 years of experience in related roles.

Accomplishments

Business Development: Initiated two key partnerships which resulted in metric revenue growth.
Recommended
Streamlined
Documented and resolved framework which led to program.
Boosted team retention by 66% by fostering a supportive work environment and offering ongoing coaching and career development opportunities.
Assisted in migrating the support team to a cloud-based CRM, resulting in improved ticket tracking and a 25% reduction in case backlog.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Identified
Resolved
Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.

Affiliations

Association for Computing Machinery (ACM) – Special Interest Group on Ecommerce
American Management Association (AMA)
Customer Service Professionals Network (CSPN)
Rotary International
National Retail Federation (NRF)
Society of Consumer Affairs Professionals in Business (SOCAP International)
American Association of Inside Sales Professionals (AA-ISP)
International Association for Six Sigma Certification (IASSC)
Customer Operations Performance Center (COPC)
Professional Association for Customer Engagement (PACE)

Certifications

Certified Customer Support Specialist - Ironclad Systems
Certified Process Improvement Professional (CPIP)
Microsoft Dynamics 365 Customer Service Functional Consultant Associate
Call Center Operations Certification - RCCSP
First Aid/CPR Certified
Certified in NPS (Net Promoter System) Management - Beacon Labs
Cisco Certified Internetwork Expert (CCIE)
CompTIA A+ Technician
Microsoft Certified Systems Engineer (MCSE)
Customer Relationship Management (CRM) Certification

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