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Skills

  • Extremely organized
  • Powerful negotiator
  • Building customer loyalty through personalized interactions
  • Team liaison
  • Clerical support
  • Code validation skills
  • Customer relationship management (CRM) platform expertise
  • Project management
  • Materials preparation
  • Report writing

Work Experiences

  • Did some research.
  • Made a proposal
  • Increased sales by 17% over a two-year period.
  • Kept the indoor and outdoor dining areas clean by removing trash, wiping down tables, and restocking napkin dispensers.
  • Invented
  • Managed
  • Prepared routine legal correspondence and memoranda for attorney partners.
  • Measured yardage and looked for stray golf balls.
  • Had planned ahead.
  • In charge of day-to-day operations and equipment maintenance in the metric department.

Summaries

  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Expert
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • Collaborate with commercial lenders to achieve sales targets.
  • Articulate
  • Highly effective in cross-functional collaboration, evaluating personnel performance, and putting in place top-notch strategies.
  • Versatile
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.

Accomplishments

  • Managed an inbound service queue of over 9 daily contacts with a less than 26% abandoned call rate, consistently meeting SLAs.
  • Leveraged CRM tools to maintain an organized customer history, ensuring a personalized experience that contributed to a 84% satisfaction rate.
  • Reduced repetitive inquiries by creating and updating a customer-facing knowledge base, cutting average resolution times by 84%.
  • Developed and refined documentation protocols that decreased customer follow-up time by 67% and boosted overall efficiency.
  • Regularly analyzed customer feedback, increasing satisfaction scores by 64% while reducing repeat contact inquiries by 19%.
  • Partnered with technical departments to streamline operational reporting, reducing system downtimes by 79% during high-traffic periods.
  • Contributed to a team-wide initiative that introduced new time management tools to improve call-flow handling, resulting in a 43% decrease in call wait times.
  • Assisted in the rollout of ServiceNow CRM update, which minimized service recovery errors by 45% and reduced response times by 24%.
  • Optimized post-interaction surveys to gain actionable insights, increasing response rates by 63% and influencing service strategy adjustments.
  • Mentored junior agents on handling sensitive customer data safely, ensuring 49% compliance with company data protection policies and procedures.

Affiliations

  • Customer Experience Professionals Association (CXPA) Accreditation - Earned PMP in 2017
  • Certified in emotional intelligence for customer care from Summit Group, completed 2016
  • Sales and Customer Relationship Management (CRM) certification from Meridian completed in 2021
  • Completed mentorship program through the National Association of Customer Advocates in 2017
  • Certified in Omni-channel Communication Management by program, 2022
  • Member of the Data-Driven Customer Experience Group
  • Member of the International Customer Service Association, focusing on Jira integration in customer support
  • Founding member of Internal Customer Satisfaction Improvement Committee at Vantage
  • LinkedIn Learning: Customer Service Foundations Certification – completed courses on empathy and service recovery in 2021
  • Completed advanced course on Conflict Resolution in Customer Service via metric in 2016

Certifications

  • Inbound Sales Certification, provided by HubSpot Academy
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Effective Communication & Customer Service Certification from metric
  • Zendesk Support Administrator Certification, awarded by Zendesk
  • Call Center Quality Assurance Certification, provided by BenchmarkPortal
  • Certified Salesforce Administrator, through Salesforce Trailhead Platform
  • Certificate in Data-Driven Customer Strategies from program
  • Customer Complaint Resolution Specialist Certification from standard
  • Association for Project Management (APM)
  • Service Cloud Consultant Certification, offered by Salesforce

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