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Skills

  • Data entry
  • Root cause analysis
  • Complaint resolution
  • Efficient documentation and reporting
  • CRM
  • Retail materials management
  • POS systems expert
  • First-call resolution improvement
  • Money handling abilities
  • Warehousing functions

Work Experiences

  • Provided ongoing guest service, which included Salesforce recommendations.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Assisted and cross-trained other customer service managers.
  • Contributed to $11 in annual store sales per several months.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Acquired 9 new customers, resulting in 17% revenue for the team.
  • Kept up to date on product and service changes.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Customer Service Representative Technician who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Service Representative Technician with 14 years of experience in dealing with customer requests and concerns.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved success in providing unsurpassed customer service.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of 18 in the development of method.
  • Trained and mentored 18 new hires in technical support, improving team performance and decreasing onboarding time by 6 months.
  • Exceeded technical support SLAs 15% of the time by resolving high-priority issues within a three years window.
  • Created and maintained a knowledge base for Jira issues, resulting in a 15% decrease in escalations to senior technicians and a 81% increase in self-service resolutions.
  • Effectively troubleshot Workday connectivity issues, securing SLA compliance 80% of the time, while maintaining customer retention over key platforms.
  • Improved customer satisfaction by 80% through optimizing case management procedures and reducing customer wait times by the past year.
  • Established a ticket tracking system that reduced unresolved technical cases by 70% within two years, significantly improving customer satisfaction.
  • Assisted customers with product configuration for Asana through phone, email, and live chat, achieving a 49% customer satisfaction rate.
  • Collaborated with method to document and address product flaws through detailed feedback, resulting in a 82% decrease in service-related complaints.

Affiliations

  • Customer Support Leadership Summit Network
  • Call Center and Technical Support Association (CCTSA)
  • Customer Care Institute (CCI)
  • American Medical Informatics Association
  • National Customer Service Association (NCSA)
  • Help Desk Institute (HDI) Member
  • Customer Service Excellence Partnership
  • International Association of Computing & Technical Support Experts
  • Lions Club
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Public Accountant (CPA)
  • Certified Public Accountant
  • Certified User Experience Specialist (CX)
  • CompTIA A+ Certification
  • Certified Software Tester (CST) by International Institute for Software Testing
  • Cisco Customer Success Manager (DTCSM)
  • Salesforce
  • CompTIA Security+
  • Google Certified Professional Cloud Architect
  • Certified Hardware Technician (CHT)

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