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Skills

  • Retail store support
  • Inbound call management
  • Customer escalation handling
  • Stock management
  • Multi-line phone talent
  • International sales support
  • CRM systems expertise (initiative)
  • Training development aptitude
  • POS systems expert
  • Warehousing functions

Work Experiences

  • Answered customer calls promptly to avoid long wait times on hold.
  • Achieved results in 16 months.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Achieved a 98% satisfaction rate in 2016.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Educated customers about promotions to increase sales.
  • Addressed unique business needs.
  • Achieved Employee of the Year.
  • Conducted root-cause analysis of customer complaints.
  • Achieved high customer satisfaction scores (CSAT).

Summaries

  • Customer Service Facilitator is a service-oriented Customer Service Facilitator with unrivaled customer service, task prioritization, and time management skills.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and metric department guidelines.
  • Customer Service Facilitator with 7 years of experience in dealing with customer requests and concerns.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Facilitator with 15 years of experience solving problems creatively and achieving win-win outcomes using tact and diplomacy.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Customer service specialist with over 6 years of experience resolving account and service issues for Miscellaneous clients.
  • Very knowledgeable about SAP, as well as process competitors and offerings.
  • Competent Customer Service Facilitator with a desire to exceed sales targets and establish long-term customer relationships.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Developed an in-house quality assurance process that reduced response errors by 22% and consistently maintained service levels above 21%.
  • Instituted a systematic upselling program that generated an additional 53% in sales, contributing directly to overall departmental revenue growth.
  • Mentored and coached a team of 12 customer service representatives, resulting in a 33% improvement in first-contact resolutions and team efficiency.
  • Deployed remote-friendly customer service protocols, improving team flexibility while maintaining a satisfaction rate above 32%. This resulted in a successful transition for a remote service team by 2017.
  • Resolved product issue through consumer testing.
  • Documented and resolved framework which led to standard.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Introduced conflict resolution protocol that improved customer retention in high-stress situations and reduced service complaints by 76%.
  • Leveraged expertise in standard to enhance customer relationship management processes, reducing customer response time by 16% and improving ticket resolution speed.

Affiliations

  • Customer Success Network of Denver
  • Association of Information Technology Professionals
  • Freemason
  • Certified Trainer for Emotional Intelligence Programs 2019
  • American Medical Informatics Association
  • Society for Call Center Excellence (SCCE)
  • Online Engagement Forums - Customer Support Specialization
  • Customer Data and Analytics Professional Association
  • Lions Club
  • Certified Customer Success Manager (CCSM) - program through SuccessHACKER

Certifications

  • Professional Certificate in Effective Client Communications Northwind
  • Contact Center Associate (CCA) Certification 2021
  • Certified Professional in Customer Experience (CPCE) - Beacon Labs
  • Professional in Business Process Outsourcing (BPO) Management Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Excellence Accreditation – Harbor & Co.
  • CompTIA Customer Service Trustmark 2015
  • Cisco Certified Network Associate (CCNA)
  • Insights Training in Customer Service Microsoft Excel
  • Certified Customer Service Professional (CCSP) - Vantage

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