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Skills

  • Data entry
  • Credit card processing
  • Dispute negotiation and resolution skills
  • Money handling abilities
  • Warehousing functions
  • Recordkeeping strengths
  • Medical terminology knowledge
  • Key stakeholder relationship building
  • Customer journey mapping
  • Service standard compliance

Work Experiences

  • Shared my knowledge and expertise with coworkers in order to raise employee awareness and productivity.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Started making outbound calls to customers to review policy reviews and late payments in order to avoid coverage lapses.
  • Kept the initiative and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Increased the team's revenue by over $12 in sales.
  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Excellent computer skills and telephone etiquette are required.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Power BI expert with experience in budget management services.
  • Qualified Customer Service Investigation Agent with 6 years of experience supporting process company needs in fast-paced customer service and call center environments.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Computer and multitasking skills are required, as well as the ability to work in a fast-paced inbound call center environment.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Supported team adoption of ServiceNow for case management, delivering a 77% improvement in documentation consistency and searchability.
  • Performed regular fraud audits, cutting down investigation time by 56% and identifying root causes of anomalous behavior patterns.
  • Resolved an average of 2 escalated customer complaints per month, enhancing customer retention and increasing satisfaction scores by 53%.
  • Collaborated with team of 11 in the development of system.
  • Distinguished high-risk accounts by creating an early-warning fraud detection system, saving the company 13 in potential losses.
  • Successfully transformed a multi-channel customer service model, reducing ticket resolution by one year and increasing customer satisfaction by 78%.
  • Successfully handled 16 high-risk escalations, consistently maintaining a resolution rate of 73% within a 6 months window.
  • Led 7 fraud investigations, successfully preventing fraudulent transactions amounting to 18 and safeguarding customer trust.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged CRM tools like Asana to maintain detailed case logs, improving response time by 7% and accuracy in investigation closure.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • Complaints Handling & Dispute Resolution Professionals (CHDRP)
  • Fraud Detection & Investigation Professionals (FDIP)
  • Business Process Improvement Network (BPIN)
  • National Association for Complaint Management (NACM)
  • Customer Experience Innovation Network (CEIN)
  • Jaycees
  • International Association of Financial Crimes Investigators (IAFCI)
  • National Customer Service Investigator Association (NCSIA)

Certifications

  • CompTIA Security+
  • Microsoft Dynamics 365 for Customer Service Certification
  • CompTIA Network+
  • Certified Data Analyst for Customer Satisfaction by Cedar Works
  • Certified Contact Center Analyst (CCCA)
  • Certified Help Desk Manager (CHDM)
  • Certified Client Success Manager (CSM)
  • Salesforce Service Cloud Consultant Certification
  • Certified Quality Process Analyst (CQPA)
  • Google Professional Workspace Administrator Certification

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