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Skills

  • Customer Satisfaction Enhancement
  • Key holder experience
  • Client relationship management
  • Order fulfillment
  • Appointment scheduling and coordination
  • CRM
  • Account management
  • Cross-department collaboration
  • Customer needs assessment
  • Sales expertise

Work Experiences

  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Welcomed, greeted, and assisted customers, generating $3 in the past year revenue in a high-traffic store.
  • Kept up to date on product and service changes.
  • Educated employees on company procedures and services.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of high-volume paperwork and worked with the system department to resolve billing and shipping issues.
  • Assisted and cross-trained other customer service managers.
  • Handled over 7 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Competent Customer Service Scheduler with a desire to exceed sales targets and establish long-term customer relationships.
  • Bring extensive high-call volume experience working with framework consumers spanning 16 years.
  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.
  • Costs were consistently reduced while profits were increased.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Reduced appointment cancellation rates by 66% by introducing flexible time slots and automated verification calls.
  • Proactively identified and escalated scheduling issues, resolving 15 conflicts per week and improving workflow efficiency by 50%.
  • Created and implemented a weekly scheduling matrix to anticipate peak times, improving workforce readiness and reducing wait times by 55%.
  • Re-negotiated service agreements with key clients to adjust appointment times based on service demand, reducing late cancellations by 32%.
  • Collaborated with team of 9 in the development of standard.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved method which led to initiative.
  • Introduced a real-time feedback system within the scheduling process, resulting in a 17% increase in timely appointment reminders and follow-ups.
  • Improved customer satisfaction by 47% through consistent monitoring of appointment gaps and proactive resolutions for missed bookings.
  • Created automated workflows to align recurring appointments for high-priority clients, reducing rebooking timeframes by 6 minutes.

Affiliations

  • Active participant in Customer Retention and Scheduling Focus Groups
  • American Marketing Association
  • Certified Workforce Analyst with a focus on Scheduling through standard
  • American Medical Informatics Association
  • Contributor to the Customer Service Strategy and Operations Forum
  • Jaycees
  • Lions Club
  • Member of the National Retail Federation’s Customer Service Network
  • Member of the Association for Call Management Professionals (ACMP)
  • Professional Association for Customer Service Managers (PACSM)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Service Desk Team Leader - Boston
  • First Aid/CPR Certified
  • Salesforce
  • Customer Service Excellence Certification (CSE) – Lakeside Partners
  • Certified in Service Operations Management - Summit Group
  • Customer Support Specialist Certificate (CSSC) - 2024
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Help Desk Manager (CHDM), 2020

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