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Skills

  • Call handling time optimization
  • Sales goal achievement
  • Call center experience
  • Conflict mediation
  • Business development understanding
  • Project management abilities
  • Process optimization
  • Call Volume Management
  • Campaign support and follow-up
  • Credit card payment processing

Work Experiences

  • Achieved closure within three years.
  • Informed supervisors about customer concerns, store issues, and inventory requirements.
  • Achieved a 15% reduction in returns.
  • Responded to 4 website inquiries per day and converted 15 of them into renewal customers.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Achieved $18 in additional revenue.
  • Helped customers with their questions and concerns, which resulted in a 17% reduction in complaint calls.
  • Achieved 70% improvement in team performance by providing constructive feedback based on performance analytics.
  • Achieved savings over 6 months.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.

Summaries

  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Excel in Salesforce offerings, Adobe Creative Suite use, and risk assessment.
  • Customer service professional who is used to working in a fast-paced procedure call center environment.
  • Customer Service Outfitter with a 3-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • 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.
  • Proven ability to build rapport with clients and meet or exceed sales targets.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Knowledge of Workday and Microsoft Excel to a high level.
  • Customer Service Representative with extensive experience in the initiative industry who is friendly and dedicated.

Accomplishments

  • Awarded Innovation Award for achieving a 15% in net promoter score (NPS) after implementing new service resolution pathways.
  • Recommended process changes that cut wait times by 84%, directly contributing to a 14 cost savings over three years.
  • Utilized data analytics tools like Jira to forecast customer sentiment trends, contributing to a 37% improvement in service strategies.
  • Designed and implemented a tracking system for service tickets, reducing average customer resolution time by 3 hours.
  • Developed a custom FAQ and knowledge article database that reduced repetitive customer inquiries by 32%.
  • Implemented new customer follow-up practices, which resulted in a 84% increase in customer retention rates over several months.
  • Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Maintained a 73% or higher customer retention rate over one year by leveraging personalized outreach methods.
  • Provided end-to-end support for promotional campaigns, seeing a 68% increase in customer engagement during 6 months.
  • Received recognition for being in the top 21% of customer satisfaction and issue resolution rates over one year.

Affiliations

  • Member, National Association for Professional Women in Customer Service, 2016
  • Participant, Customer Experience Management Training Program, Miscellaneous, 2022
  • Certified Customer Service Manager (CCSM) 2020-Present
  • Certified Customer Engagement Professional (CCEP) – 2021
  • Affiliate Member, American Society for Quality (ASQ) - Customer Support Division, 2024
  • Member, Contact Center World - Customer Experience and Call Center Association, 2019
  • Attended Customer Service Process Automation Seminars, Seattle, 2021
  • Completed Certification in Customer Complaint Management, process, 2018
  • Participant, Customer Recovery and Retention Workshop, Denver, 2021
  • Completed a professional development course in Cross-Team Collaboration and Communication, 2020

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA)
  • Certified ITIL® Foundation in IT Service Management - Ironclad Systems, 2017
  • Customer Service Professional Certificate
  • Customer Service Representative Certificate
  • CompTIA A+ Technician
  • Certified Retail Customer Service Specialist (RCS) - Meridian, 2023
  • Microsoft Certified Systems Engineer (MCSE)
  • CRM Data Management Certification - Adobe Creative Suite, 2023

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