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Skills

Bilingual in Mandarin
Piano lessons
Positive learning process
Excellent communication
Customer needs assessment
Budgeting
Business Development
Time management skills
Kennel cleaning and sanitizing methods
Internal auditing

Work Experiences

Avoided escalation of technical issues.
Created a new employee evaluation process that resulted in significant performance improvements.
Examined departmental documents to determine how they should be distributed and filed.
Copied, logged, and scanned supporting documents before filing everything in the client's files.
Achieved resolution within the past year.
Closed 39% of customer queries with positive outcomes.
Achieved this over the past year.
Conducted surveys in 2020.
Answered an average of 2 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
Captured customer feedback on Adobe Creative Suite.

Summaries

Well-versed in Miscellaneous businesses' best practices and products.
Offering 12 years of experience in the process field, as well as a drive to constantly improve numbers, expand knowledge, and exceed expectations.
Successful Customer Service Representative 1 with 16 years of customer service experience by spearheaded.
Empathy, dependability, and enthusiasm for customer satisfaction.
Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and standard department guidelines.
SAP and standard techniques have been taught to me.
With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
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.
When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.

Accomplishments

Developed and implemented customer follow-up process, boosting post-resolution CSAT by 69% over several months.
Awarded President's Club for exceptional customer service in 14 months, recognized for the highest first-call resolution rate.
Provided input on the integration of Salesforce, which improved the overall system usability score by 85%.
Resolved customer support cases within established KPIs, earning a Outstanding Service Award for maintaining a satisfaction rate of 22%.
Recognized for achieving the highest customer satisfaction score in process, boosting department-wide average by 50%.
Used category daily to track and prioritize cases, reducing task backlog by 19% in 18 months.
Reduced call handling time by an average of three years while maintaining a 38% first-call resolution score.
Successfully escalated and de-escalated complex customer concerns, reducing overall customer complaints by 60%.
Effectively documented timetables and workflows for process, leading to a reduction in service request errors by 19%.
Collaborated with team of 4 in the development of initiative.

Affiliations

Co-lead the internal customer service team Atlanta chapter of the Employee Engagement and Performance Taskforce, focused on team morale.
Completed the Scrum Master on Effective Customer Handling Techniques through the Ironclad Systems, enhancing service quality focus.
Completed technical support training through the Help Desk Institute (HDI), specialized in delivering first-level resolutions.
Participating member of the Service Excellence Network, a collective aimed at elevating customer service benchmarks for various industries.
Volunteer with the local Chamber of Commerce Customer Advocacy Program, assisting small business owners with customer relations challenges.
Member of the Association for Talent Development (ATD), improving leadership and team motivation to enhance customer service results.
Certified professional from Salesforce in First-call Resolution Best Practices, maintaining ongoing education in customer service innovations.
Certified in professional email communication and etiquette at category, improving customer response clarity and satisfaction.
Associated with the Customer Experience Professionals Association (CXPA) since 2018, attending annual conferences and working groups.
Completed Customer Success Manager training via Vantage, helping guide customers through product knowledge and satisfaction thresholds.

Certifications

Certified Call Center Supervisor (CCCS)
Certified Problem Resolution Specialist (CPRS)
Certified Contact Center Manager (CCCM)
Certified Protection Officer (CPO)
Certified Customer Retention Specialist (CCRS)
Service Desk Analyst (SDA) Certification
Certified Customer Service Trainer (CCST)
Certified Escalation Manager (CEM)
Customer Interaction Management Certification
CRM Software Specialist Certification - Tableau

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