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Skills

  • Training development aptitude
  • Staff education and training
  • Key holder experience
  • Key stakeholder relationship building
  • Escalation management
  • Complaint de-escalation
  • Creative problem solving
  • Credit card processing
  • Account management
  • Retail materials management

Work Experiences

  • Gathered customer feedback and made process changes in order to exceed 15% customer satisfaction goals.
  • Analyzed service points.
  • Answered customer calls promptly to avoid long wait times on hold.
  • Answered a steady stream of customer calls with up to 10 calls in queue per minute.
  • Looked at account and service histories to see if there were any patterns, and then used the information to prevent future problems.
  • Built long-term client relationships.
  • Helped customers open and activate new accounts by providing information about program charge card and loyalty program.
  • Collaborated with product development to address recurring service concerns, leading to a 54% reduction in technical call-backs.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Assessed 13 product issues.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and system department guidelines.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Field Representative proactive with experience in providing support and resolving customer complaints.
  • Customer Service Field Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Relying on 13 years of experience in providing outstanding customer service.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Bring extensive high-call volume experience working with framework consumers spanning 17 years.

Accomplishments

  • Effectively mediated customer disputes, resulting in a reduction of escalations by 25%.
  • Arranged and completed up to 7 field visits per day to resolve customer issues, resulting in a 29% increase in successful appointments.
  • Spearheaded the initiative to secure repeat contracts, increasing recurring revenue by $183,000 annually.
  • Maintained a customer satisfaction score of 46% over three years through proactive issue resolution.
  • Resolved product issue through consumer testing.
  • Improved customer Net Promoter Score (NPS) by 46% points through targeted conflict resolution techniques.
  • Collaborated with engineering to streamline escalation processes, enhancing first-call resolution by 85%.
  • Leveraged customer-centric CRM tools to enhance account management, increasing customer lifetime value by 29% %.
  • Counseled customers on product functionalities, reducing technical inquiry times by 20%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Society of Human Resource Management
  • Customer Service & Technical Support Excellence (CSTSE) Award
  • Association for Customer Schedule Optimization (ACSO)
  • Certified Network Product Specialist (CNPS) by initiative
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals
  • International Association of Support Employees (IASE)
  • Society of Customer Experience Professionals (CXPS)
  • Member of Association for Service Quality Improvement (ASQI)
  • National Customer Service Association (NCSA)

Certifications

  • Google Certified Professional Cloud Architect
  • ServSafe
  • Salesforce Certified Consultant for Customer Service
  • First Aid/CPR Certified
  • Certified Professional in Customer Relationship Management (CPCRM)
  • Customer Engagement and Upselling Specialist Certification
  • ITIL Foundation Certification in Service Management
  • Certified Hospitality & Customer Loyalty Specialist
  • Certified Customer Service Professional (CCSP)
  • Complaints Handling and Resolution Specialist (CHRS) Certificate

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