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Skills

  • Purchasing and procurement
  • Call Center Management and Optimization
  • Training and development
  • Research and due diligence
  • Excellent time management skills
  • Sales expertise
  • Customer relationship management
  • Budget management and forecasting
  • Microsoft Outlook, Word and Excel
  • Sales proficiency

Work Experiences

  • Used crisis management techniques to respond to disruptive events and provide corrective solutions while maximizing customer satisfaction.
  • The past year reports of sales leads and up-sell opportunities were generated, compiled, and distributed by me.
  • Managed a sales team and developed long-term customer relationships while designing and implementing strategic business plans to achieve growth and sales goals.
  • Was in charge of conducting a customer satisfaction survey and analyzing the results in order to develop action plans.
  • Achieved improvements in 2023.
  • Audited customer service procedures and collaborated with colleagues across the region to promote uniformity in all offices.
  • Gathered customer feedback and made process changes in order to exceed 4% customer satisfaction goals.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Oversaw employees and evaluated their performance in order to identify training needs and develop precise plans for reducing process lags.
  • Achieved a first-call resolution rate of 61%.

Summaries

  • With over 2 years of experience in the Miscellaneous field, I am a well-organized Office Manager.
  • Dedicated to exceeding expectations and leading the team to success.
  • Recruiting established talent in process improvement and project management for Customer Service Director.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Miscellaneous administrative office management, related regulatory guidelines, and stakeholder engagement certified PMP and Customer Service Director.
  • Adaptable person with project management and stakeholder engagement abilities.
  • Improved team performance and increased customer satisfaction by strategically managing calls and implementing process improvements.
  • Proven experience building scalable customer service operations infrastructures and using social media to nurture customer relationships.
  • These abilities, as well as a strong work ethic, are available.
  • For best-in-class service, this charming salesperson is skilled in communication and collaboration.

Accomplishments

  • Led cross-functional teams in improving NPS by 2 points over a the past year-year period through revamped training programs and service strategies.
  • Documented and resolved procedure which led to metric.
  • Created customer loyalty programs that increased retention rates by 32% in the rural market.
  • Consistently exceeded KPIs, achieving a 73% increase in first-call resolution and 9-point improvement in customer satisfaction scores.
  • Increased the effectiveness of the online support team by improving average chat response time by 12 minutes, leading to higher customer engagement.
  • Managed third-party partnerships to implement advanced communication tools, improving customer contact rate by 27%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Revised customer service scripts to enhance upselling efforts, leading to a revenue increase of $3 from new product sales.
  • Spearheaded the integration of a new CRM platform, reducing internal response time by 8 minutes and increasing satisfaction by 34%.
  • Reduced email response times by an average of 4 minutes following the implementation of new customer service scripts.

Affiliations

  • American Society of Safety Professionals
  • National Customer Service Association (NCSA)
  • Association of Information Technology Professionals
  • Association for Computing Machinery
  • International Customer Experience Awards (ICXA)
  • Association for Talent Development (ATD) - Customer Success Training
  • Board Member for National Call Center Week
  • American Society for Quality (ASQ)
  • Association for Supply Chain Management (APICS)
  • Lions Club

Certifications

  • Lean Six Sigma Certification - Cedar Works
  • Executive Leadership for Customer Support Managers - category
  • Client Presentation and Reporting Skills Certification - Northwind
  • CompTIA Network+
  • Certified Service Leadership Professional (CSLP) - Vantage
  • CompTIA A+ Technician
  • Certified Customer Service Professional (CCSP) - Ironclad Systems
  • Certified Public Accountant
  • The Art of Negotiation Certification - metric
  • Customer Analytics Certificate - framework

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