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Skills

  • Retail store support
  • Cross-functional team collaboration
  • Route dispatch
  • Compliance with regulatory requirements
  • Customer retention strategy development
  • Delegation and workload management
  • Credit card processing
  • Stock management
  • Strategic sales knowledge
  • Workflow Optimization

Work Experiences

  • Acquired 3 new customers, resulting in 6% revenue for the team.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Educated employees on company procedures and services.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Customer service training processes were implemented and developed by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Processed 17 invoices and mailed documentation to clients each the past year.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and metric abilities.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Customer Service Escalation Specialist proactive with experience in providing support and resolving customer complaints.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Workday expert with 12 years of experience in related roles.
  • Customer service specialist with over 6 years of experience resolving account and service issues for Miscellaneous clients.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Regularly reviewed high-priority escalations with stakeholders to identify improvements in service delivery, reducing escalated issue frequency by 9 cases per month.
  • Drove continuous improvement efforts that shortened average resolution time from 3 days to 16 days for escalated cases.
  • Created 3 training modules focused on de-escalation best practices, and reduced total case escalations by 69% over three years.
  • Supported the introduction of new escalation handling software, leading to a 70% decrease in response times for high-priority cases.
  • Served as liaison between escalation team and senior management to ensure critical cases received appropriate prioritization, reducing decision-making time by 12 hours.
  • Established and monitored KPIs related to customer escalations, enabling the team to meet or exceed program consistently.
  • Leveraged cross-departmental relationships to fast-track escalated case resolutions, reducing overall resolution time by 59% and eliminating bottlenecks in client relations.
  • Successfully guided resolution of complex service issues, exceeding escalation case resolution expectations by 70% over two years.
  • Partnered with legal and compliance departments to handle complex and sensitive escalations, reducing legal exposure by 76% over three years.
  • Worked directly with dissatisfied customers during high-emotion interactions, raising resolution satisfaction scores by 26% month over month.

Affiliations

  • Certified First Contact Resolution Specialist – PMP from initiative
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Mentor, Customer Experience Professionals Mentorship Program
  • Affiliate, American Society for Quality (ASQ) with a focus on process improvement
  • Association for Supply Chain Management (APICS)
  • Customer Resolution & Complaint Management Association 2015
  • Member, International Customer Management Institute (ICMI) - 2021
  • Lions Club
  • Freemason

Certifications

  • CompTIA Network+
  • Six Sigma Green Belt Certification by Vantage
  • Certified Customer Service Specialist (CCSS) by metric
  • Certified Call Center Manager (CCCM) by category
  • Certified Process Improvement Professional (CPIP) by Summit Group
  • CompTIA Security+
  • Customer Escalation Management and Training by system
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Escalation Tactics Certification by program
  • ServSafe

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