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Skills

  • Stock management
  • Account management
  • Complaint triage and escalation
  • Multi-line phone talent
  • Strategic sales knowledge
  • Recordkeeping strengths
  • Customer conflict resolution
  • Customer issue tracking system proficiency (Power BI)
  • Training development aptitude
  • Route dispatch

Work Experiences

  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Achieved a 84% reduction in ticket resolution time.
  • Awarded Top Performer.
  • Helped customers open and activate new accounts by providing information about metric charge card and loyalty program.
  • Achieved a 31% boost in positive feedback.
  • Conducted consistent follow-up with customers.
  • Achieved a 23% reduction in follow-ups.
  • Awarded Employee of the Year for consistently maintaining a resolution rate above 28% in a high-volume environment.
  • Authored internal knowledge base articles, reducing agent training times by 6 days and improving overall service consistency.
  • Authored internal knowledge base articles.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Resolution Specialist is a service-oriented Customer Service Resolution Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Committed to providing world-class customer service while remaining professional.
  • 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.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Committed to building long-term relationships with customers in order to encourage repeat business and ensure customer satisfaction.
  • Bring extensive high-call volume experience working with system consumers spanning 10 years.
  • Offering 5 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Utilized ticket resolution management systems to achieve a 20% compliance rate with internal service level agreements (SLAs) .
  • Coordinated with sales and logistics teams to shorten order fulfillment times by 16 days, leading to a 68% boost in on-time deliveries.
  • Minimized repeat complaints on technical issues by 23% by collaborating with the technical support team.
  • Collaborated with team of 14 in the development of process.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Improved NPS (Net Promoter Score) by 23% through enhancements to customer support interactions and survey follow-up processes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a cross-functional initiative to resolve shipping delays, shortening wait time by 2 working days.
  • Developed a new customer outreach strategy with the marketing team, reducing negative feedback on social media by 58%.

Affiliations

  • Complaint Handling Experts Roundtable
  • National Association of Service Resolution Experts
  • American Marketing Association
  • Customer Loyalty Organization
  • Association for Supply Chain Management (APICS)
  • Call Center Service Excellence Network
  • Society of Human Resource Management
  • Customer Service Excellence Foundation (CSEF)
  • Freemason
  • Customer Experience Champions Club

Certifications

  • Certified Customer Complaint Management Professional
  • Certified Call Center Manager (CCCM) - Vantage
  • Conflict Resolution Certification – Summit Group
  • Customer Service Trainer Certification - 2021
  • CRM Software Specialist - system 2017
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Customer Service Management Certification
  • Certified Support Manager (CSM) - Summit Group
  • Certified Quality Assurance Professional (CQAP) - Vantage
  • Certified Customer Service Professional (CCSP) - Lakeside Partners

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