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Skills

  • Client relationship management
  • Creative problem solving
  • Medical terminology knowledge
  • Complaint resolution
  • Active listening and interpersonal skills
  • International sales support
  • Conflict resolution with high emotional intelligence
  • Administrative support
  • Shipping procedures understanding
  • Credit card processing

Work Experiences

  • Achieved measurable improvements in Net Promoter Score.
  • Customer requests for products, services, and company information were handled by me.
  • Cut average handling time by 9 minutes.
  • Delivered daily metrics to upper management.
  • Helped customers open and activate new accounts by providing information about procedure charge card and loyalty program.
  • Cut manual errors by 84%.
  • Addressed unique business needs.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Achieved a 73% drop in issues.
  • Achieved results over 10 months.

Summaries

  • Customer Service Facilitator with 7 years of experience in dealing with customer requests and concerns.
  • Under duress, personable and professional.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and metric department guidelines.
  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Customer Service Facilitator is a service-oriented Customer Service Facilitator with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Facilitator proactive with experience in providing support and resolving customer complaints.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Created interactive and well-received training materials for new CRM tool adoption, expediting team proficiency by 59% and reducing support tickets by 72% overall.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Implemented a real-time feedback mechanism for agents that improved team self-awareness and quality of service, boosting on-the-fly corrections and training by 33%.
  • Collaborated with team of 2 in the development of category.
  • Resolved product issue through consumer testing.
  • Reduced customer escalations by 85% after implementing a solutions-oriented customer feedback loop within the first 8 months of employment.
  • Documented and resolved framework which led to standard.
  • Developed innovative scripts and workflows for phone and chat support, reducing average handling time by 78% across the entire support team.
  • Led a customer service team through a critical software upgrade to HubSpot, boosting productivity by 30% and reducing manual data entry errors by 56%.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Affiliations

  • CRM Professionals Network
  • Society of Customer Relations Development
  • International Council of Nurses
  • Online Engagement Forums - Customer Support Specialization
  • Association of Support Service Management Professionals (ASSMP)
  • Association of Information Technology Professionals
  • Certified Customer Success Manager (CCSM) - program through SuccessHACKER
  • National Customer Service Association (NCSA)
  • Help Desk Managers' Forum
  • Society of Human Resource Management

Certifications

  • Contact Center Associate (CCA) Certification 2021
  • Microsoft Office Specialist Certification (MOS) Power BI
  • Certified Public Accountant
  • Customer Service Excellence Accreditation – Harbor & Co.
  • Help Desk Institute (HDI) Customer Service Representative 2019
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • Service Strategy (ITIL Intermediate Level) Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)

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