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Skills

  • Data-Driven Decision Making in Customer Service
  • Product Knowledge Training
  • CRM system customization
  • Customer service performance metrics analysis
  • Customer service workflow automation
  • Customer churn rate reduction
  • Customer satisfaction survey design
  • Advanced Time Management in Service Delivery
  • First-call resolution improvement strategies
  • Continuous Improvement Initiatives in Customer Service

Work Experiences

  • Collaborated with cross-functional teams.
  • Created knowledge base articles.
  • Cut support calls for Tableau by 53% %.
  • Collaborated with marketing to identify customer pain points.
  • Addressed recurring customer pain points.
  • Achieved a 43% reduction in support tickets.
  • Adjusted strategies to maintain an 70% upsell rate.
  • Actively participated in weekly performance reviews and adjusted strategies to maintain an 76% upsell rate for SAP.
  • Achieved results in the first 16 months.
  • Addressed services gaps.

Summaries

  • Boosted first-call resolution rates by 71%.
  • Consistently drove retention strategies.
  • Cut down training time for new agents by 3 weeks.
  • 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.
  • Contributed to overall improvement in client satisfaction.
  • Cut response times by 81%.
  • Built positive relationships through streamlined support workflows.
  • Adept in advanced conflict resolution techniques, reducing escalated complaints by 41% and increasing customer satisfaction in high-volume support environments.
  • Customer service expert with a strong background in optimizing service processes, reducing wait times, and improving customer experience through proactive service approaches.
  • Achieved a 49% increase in referral rates.

Accomplishments

  • Partnered with cross-functional teams to identify and resolve critical customer issues, contributing to a 32% improvement in first contact resolution.
  • Analyzed CRM data to create predictive models for customer churn, which led to targeted interventions that lowered churn by 19%.
  • Resolved 2 high-priority support escalations monthly, contributing to a 25% reduction in raised complaint cases.
  • Initiated a Service Level Agreement (SLA) monitoring system, ensuring 73% adherence to response/resolution time benchmarks for the first quarter post-implementation.
  • Streamlined onboarding processes for new hires, cutting down training time by 9% and reducing error rates by 74% in new employees.
  • Trained 5 support agents on new CRM software, improving efficiency across multichannel support (Email, Phone, and Chat) by 64%.
  • Leveraged survey insights to develop on-demand self-help resources, lowering burden on support agents and cutting inbound queries by 39%.
  • Led automation of common customer queries using chatbots, resulting in a 3% reduction in human agent workload.
  • Enhanced customer survey design to capture richer feedback, facilitating targeted improvements that boosted retention by 58% over 8 months.
  • Launched a customer outreach initiative aimed at resolving outstanding technical issues, reducing unresolved cases by 21% in 17 months.

Affiliations

  • Alumni, Customer Loyalty Management Certification Program, Meridian, metric
  • Affiliate, National Association of Call Centers – 2016
  • Member at Large, Business Process Automation Council (BPAC), initiative
  • Recruitment Chair, Customer Success and Technical Support Network – Columbus, 8 Months
  • Active Contributor, Multichannel Customer Service Best Practices Forum – 2018
  • Certification in Advanced Customer Interaction Tracking from Northwind, 2020
  • Member, Society of Customer Service Leadership (SCSL) – 2019 to Present
  • Fellow, Service Level Agreement Design Forum – 2019
  • Active Member, Customer Relations Professionals Association (CRPA), Columbus initiative
  • Chair, Proactive Outreach Initiative for Customer Service Professionals – 10 Years

Certifications

  • Change Management Certification – Prosci
  • Certified Contact Center Manager (CCCM) - Lakeside Partners
  • Certified Process Improvement Professional (CPIP) - Northwind
  • Certified Service Delivery Manager (CSDM) - Ironclad Systems
  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • Certified Customer Experience Professional (CCXP) - Beacon Labs
  • Digital Customer Service Certification - Vantage
  • Advanced Customer Engagement Certification – Vantage
  • Leadership and Management Certificate, Harbor & Co.
  • HubSpot Service Hub Software Certification - method

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