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Skills

  • Strategic sales knowledge
  • Credit card processing
  • Administrative support
  • Client engagement and follow-up procedures
  • Billing dispute resolution
  • Good listening skills
  • Key stakeholder relationship building
  • CRM
  • Churn reduction strategies
  • Clients needs assessment

Work Experiences

  • Affected product development.
  • Achieved 26% faster resolutions for high-impact cases.
  • Achieved a 30% improvement in team performance.
  • Customer requests for products, services, and company information were handled by me.
  • Gathered customer feedback and made process changes in order to exceed 16% customer satisfaction goals.
  • Achieved a 17% productivity increase.
  • Coached agents to improve performance.
  • Achieved a 76% increase in order accuracy.
  • Based on inquiry type.
  • Provided customers with advice and assistance, paying special attention to their specific needs or desires.

Summaries

  • Salesforce expert with experience in data analysis services.
  • Motivated to keep customers happy and contribute to the company's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Allows for a flexible schedule during peak season hours.
  • With extensive knowledge of process improvement and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to meeting and exceeding framework objectives through effective communication and program abilities.

Accomplishments

  • Documented and resolved procedure which led to program.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Monitored and reviewed KPIs for customer service metrics, proposing changes that led to a 69% in call handling efficiency.
  • Achieved 19% satisfaction rate on post-service feedback surveys from 10 customers, significantly reducing churn.
  • Identified and implemented revenue recovery strategies, reclaiming $120,000 in lost business through enhanced follow-up efforts.
  • Analyzed customer feedback trends through ServiceNow, raising NPS scores by 54% points in the past year.
  • Handled escalated customer complaints regarding SAP, resolving 42% of cases within 11 business days.
  • Created targeted service scripts for key customer segments, increasing first-contact resolution rates by 32%.
  • Reviewed account escalations, successfully resolving 2 complex cases to retain high-value customers and recover $97,000 in at-risk revenue.
  • Assisted in optimizing call queue management, reducing average wait times from 5 minutes to 8 minutes.

Affiliations

  • Customer Care Executives Forum (CCEF)
  • Association for Support Technology (AST)
  • Association for Supply Chain Management (APICS)
  • North American Customer Service Consortium (NACSC)
  • Association for Customer Service Excellence (ACSE)
  • Association for Computing Machinery
  • The Contact Center Association (TCCA)
  • Jaycees
  • Customer Success Association (CSA)
  • American Society of Safety Professionals

Certifications

  • Service Strategy & Process Design Certification - Harbor & Co.
  • Google Analytics for Beginners – 2019
  • Fundamentals of Complaint Management - Beacon Labs
  • Cross-Channel Communication Customer Service Certification
  • Certified Business Analysis Professional (CBAP)
  • Handling High-Volume Inquiries Successfully – 2018
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Zendesk Support Trainer - 2023
  • CRM Data Accuracy Certification - Tableau

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