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Skills

  • Interdepartmental collaboration
  • Customer satisfaction (CSAT) improvement
  • Key performance indicator (KPI) tracking
  • Customer relationship management (CRM) proficiency
  • Customer query turnaround time reduction
  • Customer retention metrics monitoring
  • Shipping procedures understanding
  • Complaint resolution
  • First-Contact Resolution (FCR)
  • Route dispatch

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Clear understanding of vendor management and team leadership as well as performance reporting training.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Offering 12 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Worker with a strong understanding of metric organization and category product issues.
  • Within Miscellaneous, senior Customer Service Representative Trainee and outstanding performer in vendor management and project management.
  • Dedicated to meeting and exceeding process objectives through effective communication and procedure abilities.

Accomplishments

  • Effectively managed time and prioritized customer requests, contributing to an overall 73% reduction in unresolved cases.
  • Trained and mentored 8 new team members, helping boost team productivity by 58% within 6 months.
  • Achieved a reduction in average handle time by 30% through better multi-tasking and improved response handling.
  • Introduced new tracking system for customer complaints, improving response accuracy and contributing to 26% fewer follow-up tickets.
  • Managed 5 inbound calls per day, maintaining an average response time of under 15 minutes without compromising customer service quality.
  • Analyzed monthly customer feedback reports to recommend service improvements, contributing to a 82% rise in overall ratings.
  • Achieved an annual customer satisfaction score of 55% by carefully addressing and resolving complex inquiries.
  • Assisted in the rollout of a new CRM system, decreasing average ticket resolution time by 22% and increasing overall team performance.
  • Resolved 11 customer issues daily, exceeding department targets by 70% for three consecutive months.
  • Documented and resolved method which led to procedure.

Affiliations

  • Toastmasters
  • International Association of Professional Customer Support
  • Resolving Disputes for Customer Satisfaction Program
  • Help Desk Institute (HDI)
  • Subscription and Billing Management Professionals Network
  • International Association of Administrative Professionals
  • Association of Customer Experience Professionals (CXPA)
  • Association for Supply Chain Management (APICS)
  • Professional Association for Customer Engagement (PACE)
  • American Management Association (AMA) - Customer Service Training

Certifications

  • Certified Customer Service Professional (CCSP)
  • CompTIA A+ Technician
  • Dealing with Difficult Customers Certification
  • CRM Platform Expertise Certification (initiative)
  • First Aid Certification
  • Salesforce
  • Help Desk Support Professional Course (Power BI)
  • Certified Professional Customer Support (CPCS)
  • Communication in Customer Service Certificate (Ironclad Systems)
  • Conflict Resolution in Customer Service (Coursera)

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