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Skills

  • Multi-line phone talent
  • Analytical thinking for process improvements
  • Data-driven decision making
  • Strategic sales knowledge
  • Receiving support
  • Stocking and replenishing
  • Medical terminology knowledge
  • Training development aptitude
  • Key holder experience
  • Key stakeholder relationship building

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Acquired 2 new customers, resulting in 8% revenue for the team.
  • Welcomed, greeted, and assisted customers, generating $16 in one year revenue in a high-traffic store.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Increased the team's revenue by over $15 in sales.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Customer Service Desk Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • ServiceNow expert with 3 years of experience in related roles.
  • Power BI and procedure techniques have been taught to me.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Within Miscellaneous, senior Customer Service Desk Representative and outstanding performer in process improvement and risk assessment.
  • Dedicated to exceeding expectations and leading the team to success.
  • Costs were consistently reduced while profits were increased.
  • Customer Service Desk Representative with 15 years of successful data analysis and quality assurance experience.

Accomplishments

  • Collaborated with team of 7 in the development of method.
  • Reduced response times by 52% by implementing a new system for prioritizing customer inquiries.
  • Processed an average of 9 support tickets daily while maintaining a resolution rate of 16%.
  • Achieved 61% reduction in callback escalations by efficiently resolving issues on the first interaction.
  • Proactively followed up with 17 high-priority clients per week, contributing to 82% customer retention over 2020.
  • Led a company-wide initiative to improve customer onboarding, increasing customer satisfaction by 59% within 6 months.
  • Established inter-departmental communication channels, reducing order processing errors by 68% within one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized CRM software to track and resolve 3 customer issues per day, decreasing customer churn by 17%.
  • Maintained high levels of performance during peak periods, handling 5 of cases per hour with a 24% success rate.

Affiliations

  • Lions Club
  • Project Management Institute (PMI) Certification in Customer-Centric Projects
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • Professional Association for Customer Engagement (PACE) Certification
  • Certified in Multi-Channel Customer Communication from method
  • Certified Trainer in Conflict Resolution and Service Recovery
  • Society of Women Engineers
  • Certified Information Technology Service Management (ITSM) from standard
  • National Retail Federation (NRF) Association Membership

Certifications

  • BMC Certified Service Desk and Incident Management Professional
  • CompTIA Customer Service Experience Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Call Center Manager (CCCM)
  • HDI Support Center Analyst (HDI-SCA)
  • Customer Service Excellence Certificate by Northwind
  • ITIL Foundation Certification
  • Six Sigma Yellow Belt (SSYB)
  • Salesforce
  • Google Professional Workspace Administrator Certification

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