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Skills

  • Staff education and training
  • Financial records and processing
  • Training development aptitude
  • Contract auditing
  • Stocking and replenishing
  • International sales support
  • Business Development
  • Pet charting information
  • Order fulfillment
  • Customer satisfaction

Work Experiences

  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Looked at account and service histories to see if there were any patterns, and then used the information to prevent future problems.
  • Metric helped me achieve $29,000.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Achieved 18% customer adoption within the first quarter.
  • Provided customers with advice and assistance, paying special attention to their specific needs or desires.
  • Achieved a 25% first-call resolution rate.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Educated customers about promotions to increase sales.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • QuickBooks expert with 8 years of experience in related roles.
  • Allows for a flexible schedule during peak season hours.
  • Dependable, self-motivated, and looking to apply my experience to a framework role.
  • Retail Sales Associate with 17 years of customer service experience in fast-paced, dynamic environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer Service Representative Agent with 13 years of experience solving problems creatively and achieving win-win outcomes using tact and diplomacy.
  • Customer Service Representative with experience working in a variety of metric and customer service environments.
  • Dedicated and detail-oriented Customer Service Representative Agent with multitasking, follow-through, and problem-solving experience gained during 2 years in customer service and support.

Accomplishments

  • Consistently exceeded the target KPIs, including reducing average handle time by 84%, improving customer satisfaction scores by 76%, and resolving 8 issues during 2015.
  • Developed new customer retention strategies, leading to a 15% increase in recurring customers over several months.
  • Maintained a satisfaction rating of 57% while managing 11 live chat queries per day, leveraging CRM expertise to resolve issues quickly.
  • Resolved customer escalations 25% faster by creating a customer handling best practices guide, leading to increased call efficiency.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Managed 10 customer accounts, providing tailored solutions to meet their needs, resulting in a 48% increase in satisfaction rates.
  • Increased company’s positive online reviews by 45% after developing and deploying a customer feedback improvement plan.
  • Improved department operational efficiency, boosting first-call resolution rates by 63% and reducing the time needed for escalated cases.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Facilitated live chat sessions utilizing a new chatbot, reducing live agent assistance required by 27% and increasing first-contact resolution rates.

Affiliations

  • Rotary International
  • International Council of Nurses
  • Association for Professional Customer Service (APCS) membership
  • Certified through the Contact Center Operations Management Program
  • Certified in Customer Complaint Resolution Techniques by Northwind
  • Certified Customer Service Professional (CCSP) through the National Customer Service Association
  • Regular participant in CRM Evolution Conference
  • Member of the Customer Experience Professionals Association (CXPA)
  • Contributor to the Customer Service & Support Executive Council (CSSEC)
  • Enrolled in Contact Center Optimization and Automation course by Summit Group

Certifications

  • First Aid/CPR Certified
  • Customer Retention and Loyalty Certification - program
  • Call Center Management Certification - framework
  • Customer Service Excellence Certification - procedure
  • Cross-Selling and Upselling Mastery Certification - process
  • HubSpot Customer Service Software Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Sales Manager Certificate

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