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Skills

  • Call center operations management
  • Effective Verbal & Written Communication Skills
  • Continuous Service Process Enhancement
  • Customer Service Performance Benchmarking
  • Upselling & Cross-Selling Techniques
  • Escalation management
  • Recognized Team Leadership & MVP Awards
  • Customer satisfaction survey analysis
  • Performance Analysis & Customer Metrics Tracking
  • Product Feedback Integration

Work Experiences

  • Achieved in 2020.
  • Achieved this in 2022.
  • Created regular team-building exercises.
  • Achieved results in several months.
  • Designed a schedule management system for 7 teams, which led to a 19% improvement in work-life balance and reduced absenteeism.
  • Collaborated with marketing to cater support strategies around seasonal campaigns, contributing to 52% increase in new customer registrations.
  • Achieved results over 8 months.
  • Designed a schedule management system for 2 teams.
  • Achieved results in the first two years.
  • Awarded team MVP for reducing unresolved tickets by 66% in 2017.

Summaries

  • Capitalized on upsell opportunities.
  • Accurate and detail-oriented.
  • CFA-certified customer service leader.
  • Accurate and detail-oriented, processing up to 11 orders daily with a proven 38% data entry and fulfillment accuracy rate.
  • Adept at coordinating with sales teams.
  • Aligned the department towards consistent achievement.
  • Achieved results in under several months.
  • Consistently delivered exceptional customer experiences.
  • Achieved a 57% reduction in email inquiries.
  • Customer service manager skilled in implementing live chat functionalities, resulting in a 85% reduction in email inquiries and significantly faster first-response times.

Accomplishments

  • Regularly monitored and adjusted service workflows, leading to a 20% decline in ticket resolution time, boosting customer satisfaction significantly.
  • Resolved customer complaints in under the past year minutes on average, decreasing escalations by 19% year-over-year.
  • Developed onboarding materials for new hires, reducing training time by 42% and boosting team productivity within two years.
  • Developed a customer feedback loop with weekly reporting to management, aiding in proactive decision-making and reducing negative feedback by 58%.
  • Led after-hours emergency support response for a 2-person team, increasing customer satisfaction ratings by 72%.
  • Led initiatives in customer segmentation which identified targeted support needs, increasing up-sell and cross-sell success by 84% over one year.
  • Initiated a comprehensive knowledge base overhaul, helping decrease customer service resolution time by 26% and improving first-contact resolution rates.
  • Mentored new hires in effective service techniques, resulting in an 38% improvement in customer retention after 12 months.
  • Piloted automated ticket triage system, reducing manual processing time by 69% and improving service response time.
  • Spearheaded the integration of Adobe Creative Suite, yielding a 22% improvement in ticket resolution speed and accuracy.

Affiliations

  • Certifications in Digital Service Channels Management from Ironclad Systems, focusing on managing email, SMS, social media, and live chat.
  • Member, Institute of Customer Service (ICS), gaining insights into improving first-contact resolution in customer interactions.
  • Participated in onboarding and training overhaul project at Ironclad Systems, reducing time-to-productivity for new hires by 36%.
  • Leadership Certificate from process in Teamwork and Training for Service Teams, improving onboarding processes and team efficiency.
  • Certified in Social Media Customer Service through framework, focusing on optimizing response times and customer satisfaction.
  • Certified Live Chat Support Agent (CLCSA) through Meridian, specializing in reducing response times and improving service metrics.
  • Student participant in Customer Service Management University course on ‘Customer Loyalty and Retention Strategies’ during 2020.
  • Certified Support Process Specialist from Meridian, focusing on the continuous improvement of customer service workflows and root cause solutions.
  • Active Contributor to LinkedIn Group: Customer Experience Experts, sharing insights and strategies on improving customer interactions through technology.
  • Participated in panel talk at Customer Service Excellence Conference (CSEC) 2015, focusing on automation tools in customer support.

Certifications

  • Certified Contact Center Solutions Architect - QuickBooks
  • First Call Resolution Mastery Training - Beacon Labs
  • Call Center Management Certification Program - Ironclad Systems
  • Quality Customer Interaction Certification - Ironclad Systems
  • Certified Multi-Channel Support Specialist - 2020
  • Certified Technical Support Analyst - Ironclad Systems
  • Certified Support Operations Manager (CSOM) – Northwind
  • Certified Customer Experience Transformation Expert (CXTE) - Lakeside Partners
  • Customer Service Leadership Development Program - Vantage
  • Certified Supervisor for Contact Centers - Harbor & Co.

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