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Skills

  • Customer complaint triage
  • Complex issue resolution leadership
  • Account management
  • Staff education and training
  • Professional telephone demeanor
  • Medical terminology knowledge
  • International sales support
  • Customer Relationship Management (CRM) Software Proficiency
  • Quality Assurance Management
  • Escalation management

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customer service training processes were implemented and developed by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Used a POS system to itemize and total the purchases of 15 customers.
  • Was in charge of supervising 17 Customer Service Representative Mentors in providing excellent customer service to callers with framework and method issues.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included ServiceNow recommendations.

Summaries

  • With extensive knowledge of budget management and proven multitasking abilities, I am well-versed in project and time management.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Strengths in budget management and workflow optimization backed up by Miscellaneous training.
  • Dedicated to meeting and exceeding initiative objectives through effective communication and process abilities.
  • Under duress, personable and professional.
  • Jira expert with experience in performance reporting services.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Mentored 17 individuals on team dynamics and conflict resolution, leading to a 39% reduction in within-team conflicts and improvements in service speed.
  • Enhanced team performance by developing a new onboarding process, reducing new hire ramp-up time by 18 weeks.
  • Collaborated with the Quality Assurance team to identify training gaps, ultimately reducing errors by 23% in customer interactions across the team.
  • Created and implemented customer feedback loop systems, drastically improving issue identification and resolution times by 51%.
  • Fostered a high-engagement team culture, increasing employee retention by 41% over a the past year.
  • Played a key role in translating customer feedback into actionable improvements, resulting in a 44% enhancement in processes and customer experience.
  • Documented and resolved procedure which led to metric.
  • Implemented customer satisfaction surveys, whose analysis led to a 17% increase in Net Promoter Score (NPS) within two years.
  • Collaborated with team of 7 in the development of system.
  • Worked closely with stakeholders to streamline communication between departments, improving customer service satisfaction by 50%.

Affiliations

  • Customer Experience Think Tank
  • Certified Customer Service Manager (CCSM) Program
  • Institute for Excellence in Corporate Training
  • Society of Workforce Planning Professionals (SWPP)
  • Society of Human Resource Management
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Certified Customer Experience Professionals Network (CCXP)

Certifications

  • Customer Satisfaction and Service Excellence Certificate - Brightline
  • Multichannel Communication & Support Professional Certificate - Summit Group
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Certified Customer Experience Practitioner (CCXP) - Ironclad Systems
  • Customer Experience (CX) Certification – Lakeside Partners
  • Certified Customer Support Specialist (CCSS) - Northwind
  • Cisco Certified Network Associate (CCNA)
  • Certified Specialist in Service & Support Management (CSSM) - Summit Group
  • First-Call Resolution Best Practices Certificate - Vantage

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