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Skills

  • First Call Resolution Optimization
  • Customer satisfaction improvement strategies
  • Live Chat Implementation & Administration
  • Process improvement initiatives
  • Multi-Channel Support (Phone, Email, Live Chat)
  • Customer feedback loop implementation
  • Call center operations management
  • Customer relationship management (CRM) systems integration
  • Team Leadership & Supervision
  • Cross-functional project management

Work Experiences

  • Collaborated with marketing to cater support strategies around seasonal campaigns, contributing to 52% increase in new customer registrations.
  • Created regular team-building exercises that improved internal communication and team output by 76% in 2016.
  • Conducted follow-up calls.
  • Developed a loyalty program strategy that led to a 52% increase in returning customers over 9 months.
  • Front desk operations
  • Achieved consistently positive ratings.
  • Decreased repeat ticket submissions by 37%.
  • Assisted in launching a customer referral program.
  • Analyzed customer service metrics daily.
  • Achieved this in 2022.

Summaries

  • Adept at identifying performance trends.
  • Consistently outperforms service-level agreements (SLAs).
  • Collaborated with product teams to incorporate customer feedback into actionable product upgrades, improving satisfaction and increasing positive reviews by 36%
  • Achieved a 59% reduction in churn.
  • Achieved 75% data entry accuracy.
  • Achieved results in under several months.
  • Continuously exceeded expectations by maintaining a 63% customer satisfaction rate and executing strategies to proactively address customer pain points.
  • Consistently recognized by leadership for expertise in managing high-volume call centers, handling an average of 18 calls per shift with a first-call resolution focus.
  • Achieved 83% reduction in call handling times.
  • Adept at identifying performance trends via customer service metrics, implementing targeted strategies that reduce unresolved tickets by 80% year-over-year.

Accomplishments

  • Implemented feedback from regular customer surveys to refine service processes, cutting repeat inquiries by 77% in the first two years.
  • Resolved 9 customer tickets per week, consistently maintaining a positive customer satisfaction score of 66% or higher.
  • Monitored team performance metrics daily, leading to an 80% increase in team productivity and first-contact resolution.
  • Improved customer return rates by spearheading a problem-solving initiative that resulted in consistently positive feedback from finance.
  • Contributed to a multi-channel service strategy that drove a 59% increase in customer engagement across email, phone, and social media channels.
  • Created and delivered regular training sessions that enhanced team proficiency, improving net promoter scores by 36% within two years.
  • Proactively communicated with dissatisfied customers, resolving 64% of issues before they escalated, contributing to a notable decrease in churn rate.
  • Piloted automated ticket triage system, reducing manual processing time by 69% and improving service response time.
  • Regularly monitored and adjusted service workflows, leading to a 20% decline in ticket resolution time, boosting customer satisfaction significantly.
  • Mentored new hires in effective service techniques, resulting in an 38% improvement in customer retention after 12 months.

Affiliations

  • Certified in Social Media Customer Service through framework, focusing on optimizing response times and customer satisfaction.
  • Participant, Live Chat Mastery Program by Vantage, designed to improve real-time customer engagement and issue resolution.
  • Certifications in Digital Service Channels Management from Ironclad Systems, focusing on managing email, SMS, social media, and live chat.
  • Active member of the American Society for Quality (ASQ) to stay updated on service process improvements and quality management practices.
  • Volunteer, Customer Satisfaction Improvement Task Force, which researches strategies to enhance service delivery and satisfaction rates.
  • Certified Chatbot Implementation Specialist from method, focusing on improving operational efficiency with AI technologies in support roles.
  • Presenter at the Annual Customer Service Leaders Conference 2021, sharing experiences in reducing unresolved tickets and improving team performance.
  • Participant, Customer Data Protection and Security course hosted by Ironclad Systems, ensuring compliance with data regulations in customer service roles.
  • Certified Customer Service Manager (CCSM) through the National Customer Service Association (NCSA), accredited by Brightline.
  • Leadership Certificate from process in Teamwork and Training for Service Teams, improving onboarding processes and team efficiency.

Certifications

  • Certified in Customer-Centric Service Delivery - Beacon Labs
  • Help Desk Institute (HDI) Customer Service Certification - 2016
  • Certified Contact Center Solutions Architect - QuickBooks
  • Certified Customer Relationship Professional (CRP) - Brightline
  • Advanced Tier Customer Service Certification - Meridian
  • Customer Service Leadership Development Program - Vantage
  • Advanced De-escalation Techniques Training - Meridian
  • Customer Support Specialist Certification - Cedar Works
  • Certified Supervisor for Contact Centers - Harbor & Co.
  • Certified in Effective Communication and Conflict Management - Brightline

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