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Skills

  • Creative problem solving
  • Results-oriented
  • Supply replenishment
  • Music showcase training
  • Microsoft Office
  • Internal auditing
  • Safety measures
  • Weekly Payroll
  • Proficiency in stakeholder engagement
  • Pet charting information

Work Experiences

  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Achieved zero data breaches throughout several months.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Contributed to overall workflow efficiency.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Achieved a 52% increase in first-contact resolution.
  • Achieved results within the first 4 months.
  • Cross-trained in multiple departments.
  • Collaborated with cross-functional teams, including billing and sales departments, to resolve multifaceted customer complaints and refund requests.
  • Collaborated with the technical support team to resolve product-related issues faster, reducing support resolution time by 46% within the first 5 months.

Summaries

  • Hardworking Customer Service Inbound Call Center with 6 years of telecommuting experience meeting customer needs.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • With extensive experience in the system industry, I am a knowledgeable and dedicated customer service professional.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Very knowledgeable about ServiceNow, as well as metric competitors and offerings.
  • Bring extensive high-call volume experience working with method consumers spanning 16 years.
  • With extensive knowledge of process improvement and proven multitasking abilities, I am well-versed in project and time management.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Motivated to keep customers happy and contribute to the company's success.
  • Fluent in Mandarin. Personable and professional communicator.

Accomplishments

  • Consistently met and exceeded daily service benchmarks, reducing the total abandoned call rate by 44% in the past year.
  • Improved customer satisfaction scores by 49% through the application of empathy-driven de-escalation tactics during highly escalated calls.
  • Collaborated with team of 7 in the development of framework.
  • Troubleshot and resolved Workday issues on inbound calls, improving first-call resolution rate by 19% over 6 months.
  • Reduced average call handling time by 17% seconds, adhering to service level agreements and maintaining a high degree of accuracy.
  • Resolved product issue through consumer testing.
  • Exceeded monthly performance targets by 34%, including metrics like call resolution time, customer satisfaction, and call quality scores.
  • Leveraged initiative to track and close incoming customer queries, contributing to an overall data accuracy improvement of 65%.
  • Proactively identified patterns in unresolved tickets, making recommendations to product teams that improved overall call resolution by 51%.
  • Documented and resolved system which led to process.

Affiliations

  • Attendee of the Annual National Conference on Call Center Technology (ANCCT), specializing in optimizing call flow automation and technical solutions.
  • Volunteer with the National Call Center Professionals Group (NCCPG), providing mentorship to new customer service agents.
  • Affiliate of the Association of Professional Customer Service Operations Managers (APCSOM), attending monthly talks related to customer success management.
  • Attendee at the Annual Call Center Quality Assurance (QA) Conference, focused on improving technical troubleshooting efficiency.
  • Volunteer customer support trainer at the Association for Contact Center Improvement (ACCI), sharing expertise for faster processing of customer requests.
  • Affiliate of the American Society of Customer Service Managers (ASCSM), engaged in professional development programs for inbound customer support excellence.
  • Member of the Contact Center Analytics Thought Leaders Group (CCATL), pushing for adoption of better billing discrepancy handling processes.
  • Affiliate of the Association of Business Process Innovators (ABPI), developing advanced call center process improvement strategies.
  • Certified Call Center Operations Specialist, accredited by category, ensuring compliance with latest call flow automation guidelines.
  • Registered member of the National Association of Call Center Agents (NACCA), focused on developing skills for reducing transfer rates across departments.

Certifications

  • Certified Protection Officer (CPO)
  • CRM-Based Customer Relationship Management (CRM) – HubSpot
  • De-escalation and Conflict Resolution in High-Stress Environments – Ironclad Systems
  • Effective Troubleshooting and Problem-Solving Skills – Beacon Labs
  • Quality Monitoring and Improvement in Call Centers – method
  • Certified Customer Service Specialist (CCSS) – category
  • Data and Analytics Use in Call Center Performance – Lakeside Partners
  • Customer Communication Techniques Certification – metric
  • Professional Telephone Skills Certification – Northwind
  • Helpdesk Support Management Certification – program

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