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Skills

  • Product organization
  • Inventory control
  • Clerical support
  • Route management
  • Fleet dispatching
  • Campaign support and follow-up
  • Miscellaneous regulations knowledge
  • Adapting to new technologies
  • Conflict mediation
  • Schedule mastery

Work Experiences

  • Acted as brand ambassador.
  • Achieved a 58% customer satisfaction rate.
  • Helped customers with their questions and concerns, which resulted in a 17% reduction in complaint calls.
  • Customer accounts were created and activated by me.
  • Achieved a 64% higher customer engagement.
  • Achieved a 15% reduction in returns.
  • Achieved results within one year.
  • Analyzed purchase history.
  • Addressed customer concerns promptly and accurately.
  • Took 2+ inbound calls per day and directed them to the appropriate people or departments.

Summaries

  • Customer Service Outfitter with 6 years of experience resolving customer complaints and inquiries.
  • Knowledgeable of Miscellaneous standards, with a strong ability to remember product and service information in order to resolve issues effectively.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Highly adaptable to a wide range of customer requirements.
  • Offering 18 years of experience in resolving metric issues quickly and maximizing customer retention.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Professional focused on maintaining high levels of accuracy while also meeting customer service and sales objectives.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Customer Service Specialist with 15 years of customer-facing experience in high-pressure environments.

Accomplishments

  • Program Interacted with 16+ affiliate stations in method and system, ensuring reliable and high-speed delivery to residential and small-business customers.
  • Streamlined customer outreach campaign, resulting in 40% improvement in engagement rates and decreased churn.
  • Resolved an average of 12 customer support tickets per day, achieving a 72% satisfaction rate on post-support surveys.
  • Exemplified strong conflict resolution strategies, resulting in successfully de-escalating 14 high-risk customer interactions.
  • Developed and maintained exceptional relationships with VIP customers, resulting in 34% increase in repeat sales within one quarter.
  • Designed and implemented a tracking system for service tickets, reducing average customer resolution time by 3 hours.
  • Recommended process changes that cut wait times by 84%, directly contributing to a 14 cost savings over three years.
  • Managed a queue of 9 daily online inquiries, providing responses within an average of several months to ensure customer retention.
  • Effectively balanced handling 17 inbound and outbound calls daily, resolving 46% of issues on the first contact.
  • Contributed to a marketing research initiative focused on customer pain points, which supported a 47% product redesign that received positive feedback.

Affiliations

  • Member, Contact Center World - Customer Experience and Call Center Association, 2019
  • Member, National Communication Association, Columbus, 2018-Present
  • Student Member, National Retail Federation (NRF), 2019
  • Affiliate Member, American Society for Quality (ASQ) - Customer Support Division, 2024
  • Certified in Handling Difficult Customer Interactions (CDCI), process, 2020
  • Certified Specialist in Customer Communications (CSCC), 2016
  • Affiliate Member, Association for Customer Experience Professionals (ACXP), 2017
  • Member, International Association of Customer Service Professionals (IACSP), 2017
  • Certified Customer Service Manager (CCSM) 2020-Present
  • Member, Customer Relationship Management Professionals Group, 2017-Present

Certifications

  • First Aid/CPR
  • Certified Troubleshooting Professional - Northwind, 2016
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA A+ Technician
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Salesforce
  • Certified Conversational Support Specialist - SAP, 2017
  • American Academy of Financial Management (AAFM)
  • Certified Support Specialist (CSS) - program
  • Certified Specialist in Customer Relations - Northwind, 2024

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