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Skills

  • Cross-functional team collaboration
  • Excel in procedure
  • Contract auditing
  • Product ordering
  • CRM Systems
  • Complaint resolution
  • International sales support
  • POS systems expert
  • Safety measures
  • Business Development

Work Experiences

  • Gathered customer feedback and made process changes in order to exceed 12% customer satisfaction goals.
  • Answered an average of 7 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Achieved or exceeded all KPIs for 2016, including average handle time, customer satisfaction, and issue resolution times.
  • Customer requests for products, services, and company information were handled by me.
  • Achieved all KPIs for 2017.
  • Entered data into the Power BI system, including payments, account information, and call logs.
  • Educated customers about promotions to increase sales.
  • Gave customers Jira recommendations after thoroughly explaining the details.
  • Double-checked the data's accuracy and integrity.

Summaries

  • Hardworking Customer Service Representative Agent with 13 years of telecommuting experience meeting customer needs.
  • Allows for a flexible schedule during peak season hours.
  • Motivated to keep customers happy and contribute to the company's success.
  • Relying on 2 years of experience in providing outstanding customer service.
  • Worker with a strong understanding of framework organization and metric product issues.
  • Customer Service Representative Agent is a driven Customer Service Representative Agent who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Harbor & Co..
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer service specialist with over 5 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Resolved product issue through consumer testing.
  • Improved department operational efficiency, boosting first-call resolution rates by 63% and reducing the time needed for escalated cases.
  • Trained the customer service team on SLA compliance, helping improve response times by 16% while maintaining a customer satisfaction score of 16%.
  • Implemented a customer feedback survey, resulting in a 57% increase in overall customer satisfaction within 18 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed new customer retention strategies, leading to a 15% increase in recurring customers over several months.
  • Achieved a 51% decrease in negative customer complaints by redesigning the complaint resolution processes with detailed client follow-ups.
  • Reduced escalation needs by troubleshooting technical issues for 65% of customers in under several months, achieving optimum technical support KPIs.
  • Documented and resolved procedure which led to metric.
  • Assisted with QuickBooks upgrade implementation, which reduced client complaints by 68% across service interactions within three years.

Affiliations

  • Society of Human Resource Management
  • National Association of Social Workers
  • Recognition in Customer Service Management program by category
  • Jaycees
  • International Council of Nurses
  • Member of the International Customer Management Institute (ICMI)
  • American Medical Informatics Association
  • Represented Harbor & Co. at the American Customer Satisfaction Index (ACSI) seminars
  • Advanced Customer Service Strategies Certificate from Summit Group
  • Enrolled in Contact Center Optimization and Automation course by Summit Group

Certifications

  • Customer Relationship Management (CRM) Certification - Power BI
  • Sales Manager Certificate
  • Escalation Management Specialist Certification - standard
  • Adobe Certified Expert (ACE) ServiceNow
  • Customer Engagement Specialist Certification - method
  • CompTIA Network+
  • Google Analytics for Customer Service Professionals Certification
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Sales and Customer Service Specialist - system
  • Certified Public Accountant

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