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Skills

  • Complaint handling protocol creation
  • Client relationship management (CRM) software proficiency
  • Key holder experience
  • Receiving support
  • Sales expertise
  • Report preparation
  • International sales support
  • Call queue optimization
  • Retail store support
  • Recordkeeping strengths

Work Experiences

  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Achieved a 36% improvement in customer satisfaction ratings.
  • Collaborated with the sales team to streamline escalations, leading to an increase of $15 in cross-selling revenue during 2018.
  • Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
  • Addressed issues with HubSpot.
  • Increased sales by cultivating customer loyalty, encouraging repeat business, and promoting repeat customers.
  • Helped customers open and activate new accounts by providing information about metric charge card and loyalty program.
  • Increased the team's revenue by over $2 in sales.
  • Educated customers about promotions to increase sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Allows for a flexible schedule during peak season hours.
  • Offering 5 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Building productive relationships, resolving complex issues, and gaining customer loyalty are all skills that this motivated professional possesses.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Very knowledgeable about QuickBooks, as well as system competitors and offerings.
  • Tableau and framework techniques have been taught to me.
  • Under duress, personable and professional.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Aided in the implementation of new complaint triage processes, leading to a 83% decrease in unresolved cases.
  • Collaborated with the logistics team to improve delivery times by 7 days for high-priority customers.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed a queue of 8 high-priority tickets daily, maintaining a customer satisfaction rate of 19%.
  • Increased average customer satisfaction score by 72% by reducing hold times through CRM system optimizations.
  • Improved NPS (Net Promoter Score) by 23% through enhancements to customer support interactions and survey follow-up processes.
  • Led a team of 16 agents to achieve a 58% reduction in pending unresolved customer issues through proactive workflows.
  • Resolved over 7 high-impact customer complaints monthly through proactive customer contact and long-term solutions planning.
  • Documented and resolved metric which led to category.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.

Affiliations

  • Service Leaders Network (SLN)
  • National Association of Social Workers
  • Client Satisfaction Improvement Project Group
  • Customer Feedback and Retention Professionals Association
  • De-escalation Training Expert Group
  • Society of Consumer Affairs Professionals (SOCAP International)
  • Global Association for Contact Center & Customer Engagement Professionals
  • American Medical Informatics Association
  • Customer Loyalty Organization
  • Customer Operations Performance Center (COPC)

Certifications

  • First Aid/CPR Certified
  • Customer Experience Specialist (CES) Certification
  • Net Promoter Score (NPS) Certification
  • Certified Support Operations Professional (CSOP)
  • Certified Contact Center Supervisor (CCCS) – Meridian
  • Sales Essentials Certificate
  • Help Desk Institute (HDI) Customer Support Certification
  • Call Handling Best Practices Certification - Summit Group
  • Certified Public Accountant
  • Salesforce

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