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Skills

  • Customer feedback analysis
  • Good listening skills
  • Training development aptitude
  • Retail store support
  • Key stakeholder relationship building
  • Administrative support
  • Collaboration with IT for system enhancements
  • Customer relationship management (CRM) proficiency
  • Medical terminology knowledge
  • Advanced technical troubleshooting

Work Experiences

  • Gave customers HubSpot recommendations after thoroughly explaining the details.
  • Achieved results within 14 months.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Assisted customers with placing complex orders, verifying product availability and pricing, leading to a 62% increase in order accuracy.
  • Authored and maintained customer-facing knowledge base articles, successfully reducing support inquiries by 58% over 16 months.
  • Achieved 31% accuracy.
  • Achieved top performance in client retention.
  • Achieved resolution in fewer than 4 interactions.
  • Collaborated with cross-functional teams, resulting in a process improvement that shortened average customer waiting time by 16 minutes.

Summaries

  • Customer Service Employee is a service-oriented Customer Service Employee with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Employee with 18 years of experience in dealing with customer requests and concerns.
  • Offering 9 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Adapts quickly to changing seasonal demands, needs, and priorities.
  • Competent Customer Service Employee with a desire to exceed sales targets and establish long-term customer relationships.
  • Committed to providing world-class customer service while remaining professional.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.

Accomplishments

  • Collaborated with team of 13 in the development of method.
  • Implemented a peer-mentorship program that increased team efficiency by 30% and accelerated the learning curve for new hires.
  • Developed a comprehensive customer service knowledge base, reducing average resolution time by 12 minutes per ticket.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully piloted a feedback-driven changes program that resulted in a 41% increase in Net Promoter Score (NPS).
  • Resolved product issue through consumer testing.
  • Documented and resolved metric which led to procedure.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Refined CRM workflows by implementing feedback-driven adjustments, reducing response time by 19%.
  • Negotiated successful resolutions to escalated issues, lowering refund requests by 78% and enhancing customer satisfaction.

Affiliations

  • International Association of Administrative Professionals
  • Customer Relationship Management (CRM) LINK Association
  • Customer Experience Network (CEN) the Midwest
  • National Association of Call Centers (NACC)
  • Help Desk Institute (HDI) Certifications PMP
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Certified Call Center Manager (CCCM) Certification
  • Online Customer Service Academy Alumni
  • American Medical Informatics Association

Certifications

  • Google Analytics Certification - 2022
  • Complaint Handling and Behavior Analysis Expert Certification
  • Professional in Customer Support Service Certification - Lakeside Partners
  • Certified Customer Retention Specialist
  • Apple Certified Associate (ACA)
  • Advanced Problem Resolution Techniques Certification - metric
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Customer Success Manager Certified Professional - 2017
  • Customer Relationship Management (CRM) Certification – Workday

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