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Skills

  • Credit card payment processing
  • Microsoft Office expertise
  • Shipping and receiving understanding
  • Client issues escalation management
  • Direct sales
  • Customer relationship management (CRM) software proficiency (e.g., Asana)
  • Technologically savvy
  • Customer service
  • Freight operations
  • Call Volume Management

Work Experiences

  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Determined accurate prices for framework customer services by searching for the best deals and prices for customers on a regular basis.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Used Jira to complete performance reporting, which resulted in program.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Handled the needs of up to 17 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Exceeded two years service goals using customer service, sales, and employee management best practices.

Summaries

  • Dedicated to customer satisfaction and loyalty.
  • Accurately documents call details, prepares reports, and schedules service.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Customer Service Office Staff Member who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Trained in the use of Jira and has in-depth knowledge of performance reporting.
  • In a frantic call center environment, well-trained and composed.
  • Customer Service Office Staff Member is an energetic and dependable Customer Service Office Staff Member who has been well-trained and excels in high-end merchandise environments.

Accomplishments

  • Reduced complaint resolution times by 26% through implementation of a streamlined escalation process, leading to an improved overall customer experience.
  • Enhanced phone channel services by implementing self-serve options, leading to a reduction of call volume by 58%, streamlining customer service processes.
  • Built strong working relationships with 5 new clients, enhancing customer retention by 19% within the first 6 months.
  • Trained 5 new hires on standard customer service procedures, improving department efficiency and reducing onboarding times by 7%.
  • Monitored and analyzed customer feedback and complaints, proposing solutions that resulted in a 66% improvement in service delivery standards.
  • Delivered product training to over 17 customers, resulting in a 63% reduction in product-related support inquiries.
  • Handled 8 customer returns and exchanges per month, maintaining a consistent 63% customer satisfaction rate across all interactions.
  • Developed standardized email templates, decreasing response times for customer inquiries by 18% and reducing resolution time.
  • Maintained a 60% customer retention rate by implementing and advocating for proactive customer follow-up and satisfaction surveys.
  • Led a 58% increase in sales through customer-focused sales strategies, upsell techniques, and personalized service plans.

Affiliations

  • Certified Support Specialist by the Service Desk Institute (SDI), 2023
  • Customer Support Certificate from standard, 2018
  • Completion of Customer Service Leadership Training at Vantage, 2023
  • Affiliate, Customer Contact Association (CCA), 2015-Present
  • Member, International Association for Contract and Commercial Management (IACCM) procedure
  • Certified Customer Service Manager (CCSM) 2019
  • Volunteer, Call Center Week (CCW) Conference, 2024-2015
  • Member, Association of Support Professionals (ASP) program
  • Member, National Association of Customer Advocates (NACA), 2023-Present
  • Volunteer Trainer for Customer Service at standard, 2024-2021

Certifications

  • Certifications in Emotional Intelligence for Customer Service Professionals
  • Advanced Certification in Customer Interaction Analytics
  • American Academy of Financial Management (AAFM)
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • Salesforce
  • CompTIA Customer Service Excellence Certification
  • Association for Project Management (APM)
  • Microsoft Certified Systems Engineer (MCSE)

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