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Skills

  • Financial records and processing
  • Business Development
  • Internal auditing
  • Cross-functional team collaboration
  • Contract auditing
  • Excellent communication
  • Proficiency in data analysis
  • Advertising
  • Excellent with kids
  • Music showcase training

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Achieved a 83% decrease in refund requests.
  • Closed 39% of customer queries with positive outcomes.
  • Collaborated with the tech support team.
  • Conducted outbound calls for customer satisfaction follow-up.
  • Actively participated in customer care teams.
  • Program helped me achieve $153,000.
  • Achieved this over the past year.
  • Achieved an average score of 30%.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.

Summaries

  • Fluent in French. Personable and professional communicator.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Competent Customer Service Representative 1 with a desire to exceed sales targets and establish long-term customer relationships.
  • Worker with a strong understanding of initiative organization and standard product issues.
  • Customer Service Representative 1 is a driven Customer Service Representative 1 who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Beacon Labs.
  • Workday expert with experience in client relations services.
  • Flexible team player with experience in program management, customer relationship management, document control, and scheduling.
  • Customer Service Representative 1 who is well-versed in managing framework routes and ensuring positive customer experiences at each location.
  • Bring extensive high-call volume experience working with program consumers spanning 4 years.

Accomplishments

  • Managed a portfolio of 7 customer accounts, reducing churn rate by 19% through regular follow-ups and personalized service.
  • Trained new hires across customer service standards, resulting in a 54% improvement in overall team performance within 18 months.
  • Developed a cross-departmental workflow that addressed bottlenecks, reducing resolution time for service requests by 42% hours.
  • Created easily accessible training materials, leading to a 71% reduction in the need for supervisory assistance on common service issues.
  • Effectively documented timetables and workflows for process, leading to a reduction in service request errors by 19%.
  • Acted as a liaison between departments, improving interdepartmental communication and reducing service delays by 52% days.
  • Developed and implemented customer follow-up process, boosting post-resolution CSAT by 69% over several months.
  • Achieved and maintained a customer satisfaction score of over 56% for 18 months, consistently above department average.
  • Resolved product issue through consumer testing.
  • Achieved 41% compliance with corporate SLA guidelines by implementing and monitoring proactive call resolution strategies.

Affiliations

  • Associated with the Customer Experience Professionals Association (CXPA) since 2018, attending annual conferences and working groups.
  • Attended the Customer Experience Management Academy in 2024, gaining skills in creating lasting CX improvements.
  • Actively involved in user groups related to metric, contributing to discussions on improving platform performance in the customer service space.
  • Trained in resolving conflict for high-pressure customer service roles through category, certified in 2017.
  • Certified in 'Building Effective Knowledge Bases' via procedure, facilitating internal resource development for customer service teams.
  • Member of the Corporate Leadership Council at Summit Group, focused on the continuous improvement of service performance metrics.
  • Member of the International Customer Management Institute (ICMI) since 2022, gaining access to advanced strategies for process improvement.
  • Volunteer coordinator for the Employee Resource Group dedicated to professional development for future team leaders at Harbor & Co..
  • Participating member of the Service Excellence Network, a collective aimed at elevating customer service benchmarks for various industries.
  • Optimized knowledge of process improvement methods via the Lean Six Sigma Green Belt certification from Cedar Works.

Certifications

  • Certified Customer Retention Specialist (CCRS)
  • Certified Customer Service Professional (CCSP)
  • Certified Technical Support Manager (CTSM)
  • Customer Relationship Management (CRM) Certification system
  • Certified Call Handling Techniques Specialist (CCHTS)
  • Certified Escalation Manager (CEM)
  • Customer Service Leadership Certification - Summit Group
  • Certified Client Experience Manager (CCEM)
  • Technical Support Professional Certification – method
  • Customer Care Professional (CCP) Certification

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