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Skills

  • Proactive Outreach Campaign Management
  • Advanced Time Management in Service Delivery
  • First-call resolution improvement strategies
  • Customer service training program development
  • Customer retention strategy development
  • Customer churn rate reduction
  • Onboarding and mentoring junior team members
  • Cross-functional team collaboration
  • Customer satisfaction survey design
  • Customer service performance metrics analysis

Work Experiences

  • Adhered to regulatory and compliance guidelines.
  • Achieved zero downtime.
  • Designed and launched a new customer feedback loop.
  • Achieved results in the first 16 months.
  • Actively participated in weekly performance reviews and adjusted strategies to maintain an 76% upsell rate for SAP.
  • Actively participated in weekly performance reviews.
  • Coordinated surveys and data analysis for customer experience initiatives, revealing insights that led to a 43% boost in loyalty program participation rates.
  • Decreased escalated calls.
  • Conducted data analysis for customer experience.
  • Collaborated with cross-functional teams to create knowledge base articles, improving first-call resolution rate by 19% and reducing training time for new hires by 2 weeks.

Summaries

  • Achieved award-winning service exhibits.
  • Adept in advanced conflict resolution techniques, reducing escalated complaints by 41% and increasing customer satisfaction in high-volume support environments.
  • Boosted performance metrics.
  • Cut response times by 81%.
  • Cut down training time for new agents by 3 weeks.
  • Achieved President's Club recognition in 2018 for delivering exceptional service outcomes, utilizing data-driven decision-making to continuously improve support operations.
  • Contributed to training and development of 17 junior agents.
  • Achieved 69% higher service levels during peak hours.
  • Contributed to overall improvement in client satisfaction.
  • Customer-centric professional with 6 years of experience delivering excellence in customer service through CRM optimization and tailored support strategies, driving continuous improvements in satisfaction and retention.

Accomplishments

  • Analyzed CRM data to create predictive models for customer churn, which led to targeted interventions that lowered churn by 19%.
  • Introduced a customer feedback loop that utilized NPS surveys, resulting in a 56% improvement in customer satisfaction for cross-functional collaboration.
  • Resolved 2 high-priority support escalations monthly, contributing to a 25% reduction in raised complaint cases.
  • Developed success metrics for new service features by tracking service disruptions and customer satisfaction, boosting retention rates by 19%.
  • Leveraged survey insights to develop on-demand self-help resources, lowering burden on support agents and cutting inbound queries by 39%.
  • Launched a customer outreach initiative aimed at resolving outstanding technical issues, reducing unresolved cases by 21% in 17 months.
  • Collaborated with product development to implement fixes for recurring issues, driving down support request volumes for Jira by 83%.
  • Partnered with cross-functional teams to identify and resolve critical customer issues, contributing to a 32% improvement in first contact resolution.
  • Led automation of common customer queries using chatbots, resulting in a 3% reduction in human agent workload.
  • Reduced response times by implementing a priority system for incoming queries, shortening the average handling time by 63%.

Affiliations

  • Graduate, Service Excellence Leadership Training, Boston, 2017
  • Graduate, Helpdesk Support Certification, Power BI Institute – 2020.
  • Lead Organizer, Service Quality Improvement Roundtables – Chicago, 4 Years
  • Recruitment Chair, Customer Success and Technical Support Network – Columbus, 8 Months
  • Member at Large, Business Process Automation Council (BPAC), initiative
  • Participant, Customer Service Automation Conference – Phoenix, 2017
  • Active Member, Customer Relations Professionals Association (CRPA), Columbus initiative
  • Active Contributor, Multichannel Customer Service Best Practices Forum – 2018
  • Chair, Proactive Outreach Initiative for Customer Service Professionals – 10 Years
  • Participant, Multi-Channel Customer Service Strategy Workshop – 2022 Hosted by Association for Business Customer Solutions (ABCS).

Certifications

  • Advanced Customer Engagement Certification – Vantage
  • Certified Omnichannel Customer Service Expert - Vantage
  • Customer Relationship Management (CRM) Certification - Ironclad Systems
  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • Leadership and Management Certificate, Harbor & Co.
  • Employee Retention Specialist Certificate Harbor & Co.
  • Zendesk Support Administrator Certification - category
  • Customer Care Supervisor Certification - Cedar Works
  • ITIL Foundation Certification - Service Management Essentials
  • Lean Six Sigma Yellow Belt Certification - Vantage

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