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Skills

  • Effective communication
  • Stress Management in Service Environments
  • Quality assurance
  • Team collaboration
  • High-Traffic Support Environment Efficiency
  • Feedback system implementation
  • CRM Documentation Accuracy
  • Customer Support Tools (SAP)
  • Data-driven decision making
  • Adaptability in Fast-paced Environments

Work Experiences

  • Collaborated with cross-functional teams.
  • Achieved a 64% increase in response quality.
  • Innovation Award recipient for excellent handling of outbound customer engagement at scale, contributing to business’s increased reach in Seattle.
  • Consistently exceeded response time targets.
  • Developed in-depth knowledge of ServiceNow.
  • Consistently met or exceeded KPIs related to first contact resolution, maintaining a 46% rate in 2023.
  • Acquired knowledge in Six Sigma.
  • Assisted in training new customer service team members on Tableau and company policies, improving team performance by 71%.
  • Assisted in streamlining the online help desk system.
  • Contributed to a 81% improvement in team performance.

Summaries

  • Achieved a 36% increase in overall performance metrics.
  • Achieved a 67% customer satisfaction rate.
  • Consistently delivers high-quality support.
  • Assisted in training programs.
  • Award-winning customer service professional with extensive experience in maintaining 29% data accuracy, adhering to Six Sigma standards while managing sensitive customer information.
  • Boosted customer experience and satisfaction levels.
  • Customer-centric professional with demonstrated ability to streamline processes, including implementing a feedback system that led to 61% more actionable insights for service upgrades.
  • Collaborative team player with a history of training and mentoring new hires, elevating their skills and knowledge to achieve a 46% increase in overall performance metrics.
  • Contributed to a 33% rise in customer satisfaction.
  • Collaborated cross-functionally to resolve complex issues.

Accomplishments

  • Mentored and trained new hires on customer service techniques, improving team performance and reducing onboarding time by 16 days.
  • Spearheaded training on new refund handling software, cutting processing times for customer refunds by 17%.
  • Collaborated on the development of a customer escalation policy that helped reduce repeat calls by 33%, providing clearer instructions for reps.
  • Resolved over 17 escalated complaints monthly through advanced analytical skills, reducing the backlog by 77%.
  • Achieved 22% improvement in first-call resolution by effectively utilizing CRM systems and customer history data.
  • Provided tiered escalation management for Jira, servicing 9+ clients monthly with uninterrupted support.
  • Enhanced the customer support workflow by optimizing the use of Jira, decreasing average handling time by 6 minutes.
  • Assisted in the creation of a knowledge base that improved customer self-service capabilities, reducing inbound service tickets by 30%.
  • Successfully reduced product return rates by 38% through improved customer education and communication around features and functionality.
  • Led a cross-functional team to improve customer satisfaction, resulting in receiving recognition as operations in 2019.

Affiliations

  • Participant in live webinars hosted by the International Contact Center Association (ICCA), focusing on trends in multi-channel support.
  • Completed the Certified Customer Experience Professional (CCXP) program by CXPA, equipping me with advanced skills in improving customer service touchpoints.
  • Member of the International Institute of Customer Service (IICS), promoting advanced knowledge of global customer service standards.
  • Active participant in the International Customer Management Institute (ICMI), regularly attending workshops to enhance customer service skills and communication strategies.
  • Member of the Certified Customer Service Specialist (CCSS) program, focusing on mastering multiple communication channels including phone and email.
  • Member of the Service Leadership Academy, focusing on developing leadership skills in customer-facing team environments.
  • Member of the National Customer Service Association (NCSA), fostering professional development and networking opportunities for customer service professionals.
  • Member of the Call Center Management Association (CCMA), enhancing skills in quality assurance and team management in call center environments.
  • Participant in the Customer Success Network, improving skills on driving customer loyalty and value.
  • Certification in Emotional Intelligence (EQ) for Customer Service through Customer Support Academy, improving first-time resolution rates.

Certifications

  • Certified Negotiation and Conflict Resolution Specialist - metric
  • Resilience and Adaptability in Fast-Paced Environments Certification - Harbor & Co.
  • Customer Service Leadership and Strategy Certification - Lakeside Partners
  • Customer Obsession Certification - Lakeside Partners
  • Positive Feedback Collection Techniques Certification - Ironclad Systems
  • Data Security and Compliance for Customer Service (GDPR) - Beacon Labs
  • Customer Contact and Call Handling Certification - Summit Group
  • Problem Solving and Decision Making for Customer Service Professionals - Cedar Works
  • Effective Time Management Skills for Customer Service - initiative
  • Certified Support Specialist - Ironclad Systems

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