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Skills

  • Training development aptitude
  • Key stakeholder relationship building
  • Strategic sales knowledge
  • Complex case investigation and resolution
  • Customer journey mapping
  • Customer feedback analysis and action planning
  • Data entry
  • Order fulfillment
  • Warehousing functions
  • Complaint resolution

Work Experiences

  • Entered customer contact information into Power BI to keep track of customer interactions and improve service quality.
  • Used a POS system to itemize and total the purchases of 7 customers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Kept up to date on product and service changes.
  • Submitted claims and started the damage appraisal process to make the claims process easier for policyholders.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Power BI expert with experience in budget management services.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Miscellaneous clients.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • QuickBooks expert with 17 years of experience in related roles.

Accomplishments

  • Supported team adoption of ServiceNow for case management, delivering a 77% improvement in documentation consistency and searchability.
  • Analyzed customer feedback from 11 surveys to identify improvement areas, leading to a 85% lift in NPS scores.
  • Reduced case backlog by 53% through the introduction of new claims investigation protocols, improving workflow efficiency.
  • Successfully transformed a multi-channel customer service model, reducing ticket resolution by one year and increasing customer satisfaction by 78%.
  • Identified and resolved standard in the customer inquiry process, resulting in a 38% improvement in first-contact resolution rates.
  • Managed escalations for product recalls, successfully organizing outreach efforts that improved customer sentiment and retention rates by 72%.
  • Resolved an average of 2 escalated customer complaints per month, enhancing customer retention and increasing satisfaction scores by 53%.
  • Received OSHA for excellence in escalation management, showcasing strong capabilities in high-pressure environments.
  • Used cutting-edge AI tools, such as Workday, to analyze support inquiries and predict resolution strategies, increasing overall efficiency by 36%.
  • Utilized expert analytical skills on process investigations, resolving 10% of critical cases within 18 months.

Affiliations

  • National Association for Complaint Management (NACM)
  • Institute of Customer Service (ICS)
  • Society of Investigative Service Leaders (SISL)
  • Data & Accountability Professionals Alliance (DAPA)
  • Customer Engagement Leadership Council (CELC)
  • Project Management Institute
  • International Association of Financial Crimes Investigators (IAFCI)
  • Society of Women Engineers
  • American Management Association (AMA)
  • Rotary International

Certifications

  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Certified Emotional Intelligence (EI) Practitioner
  • Cisco Certified Specialist - Customer Experience
  • CompTIA Network+
  • Root Cause Analysis Professional Certification
  • CompTIA Security+
  • Microsoft Dynamics 365 for Customer Service Certification
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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