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Skills

  • Customer relationship management (CRM) software proficiency (e.g., Asana)
  • Data evaluation
  • Quality control
  • Store maintenance
  • Microsoft Office expertise
  • Client onboarding and support
  • Stockroom procedures
  • Business development understanding
  • Call center experience
  • Schedule mastery

Work Experiences

  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Determined accurate prices for framework customer services by searching for the best deals and prices for customers on a regular basis.
  • Conducted customer interviews for category issues and provided feedback to the management team.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Collaborated with managers to create service improvement plans.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Trained 17 new employees in procedures and policies in order to improve team performance each quarter.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Provided excellent customer service by following up on issues, streamlined and improved.

Summaries

  • Customer Service Representative with extensive experience in the framework industry who is friendly and dedicated.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Motivated to keep customers happy and contribute to the company's success.
  • In a frantic call center environment, well-trained and composed.
  • Mentoring and coaching skills in a dynamic professional.
  • 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.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.

Accomplishments

  • Resolved 4% of escalated cases within 24 hours, enhancing customer satisfaction and reducing customer churn by 35%.
  • Led a 58% increase in sales through customer-focused sales strategies, upsell techniques, and personalized service plans.
  • Optimized the use of CRM tools, resulting in a 37% reduction in lost tickets or inquiries across the service department.
  • Delivered product training to over 17 customers, resulting in a 63% reduction in product-related support inquiries.
  • Improved the average ticket response rate by 82% by integrating automation tools into the customer service process.
  • Monitored and analyzed customer feedback and complaints, proposing solutions that resulted in a 66% improvement in service delivery standards.
  • Handled 8 customer returns and exchanges per month, maintaining a consistent 63% customer satisfaction rate across all interactions.
  • Assisted in reducing team attrition by 20% through training initiatives focused on improving employee engagement and customer handling capabilities.
  • Organized customer feedback collection initiatives, contributing to a 55% improvement in product development and service enhancement efforts.
  • Enhanced phone channel services by implementing self-serve options, leading to a reduction of call volume by 58%, streamlining customer service processes.

Affiliations

  • Customer Support Certificate from standard, 2018
  • Volunteer Trainer for Customer Service at standard, 2024-2021
  • Participant, Customer Service Excellence Workshop, 2017
  • Certified Customer Service Manager (CCSM) 2019
  • Member, National Association of Call Centers (NACC), 2018-Present
  • Leader, Customer Service Team Development Group, Lakeside Partners, 2018-Present
  • Member, Association of Support Professionals (ASP) program
  • Member, Help Desk Institute (HDI) (2018 - Present)
  • Volunteer, Call Center Week (CCW) Conference, 2024-2015
  • Customer Service Technology User Group – Salesforce Platform, 2016-Present

Certifications

  • First Aid/CPR
  • Salesforce
  • Certifications in Emotional Intelligence for Customer Service Professionals
  • Certified Quality Auditor (CQA) for Customer Satisfaction
  • CompTIA Network+
  • Google Analytics for Beginners Certification
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • ITIL Foundation Certification framework
  • Six Sigma Green Belt Certification 2021

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