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Skills

  • Retail materials management
  • Stocking and replenishing
  • Professional telephone demeanor
  • Customer complaint resolution
  • Complaint resolution
  • Shipping procedures understanding
  • Stock management
  • CRM
  • Root cause analysis
  • Technical troubleshooting

Work Experiences

  • Championed diversity and inclusion training within the customer service team, which improved cultural competence and customer satisfaction scores by 61% across global accounts.
  • Oversaw process improvement and problem-solving efforts for the customer support team, including the creation of standard procedures and an escalation policy.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on client relations and cross-functional collaboration.
  • Conducted training and mentored team members to promote productivity, accuracy, and a commitment to friendly service.
  • Achieved a customer satisfaction rating of 6/5.
  • Achieved Outstanding Service Award for consistently outperforming department goals, increasing team ticket closure rates by 20% in 2024.
  • Addressed customer challenges.
  • Achieved a 39% improvement in customer service productivity.
  • Organized method meetings for 2 Customer Service Solutions Supervisors and coordinated the availability of conference rooms for attendees every the past year.
  • Championed diversity and inclusion training.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Boost productivity and customer satisfaction by facilitating effective departmental communication and coordination.
  • Recruiting established talent in performance reporting and quality assurance for Customer Service Solutions Supervisor.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Jira expert with 13 years of experience in related roles.
  • Customer Service Solutions Supervisor with 15 years of experience in dealing with customer requests and concerns.
  • Bring extensive high-call volume experience working with standard consumers spanning 4 years.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Committed to providing world-class customer service while remaining professional.
  • Power BI expert with database management experience.

Accomplishments

  • Contributed to the launch of a 24/7 support line, ensuring team readiness and subsequently decreasing customer wait times by several months.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 3 in the development of framework.
  • Introduced a customer service performance dashboard, providing real-time insights and leading to 49% improvement in team accountability.
  • Analyzed customer satisfaction surveys and adapted staff training programs accordingly, leading to 47% year-over-year improvement in ratings.
  • Facilitated cross-training sessions that equipped agents with multi-channel support skills, cutting issue escalation rates by 74%.
  • Developed and implemented a customer feedback loop, reducing escalation by 26% and boosting customer satisfaction in three years.
  • Documented and resolved framework which led to process.
  • Reduced churn rate by 44% through enhanced customer follow-ups and personalized communication strategies.
  • Led diversity initiatives within the customer service department, improving inclusion and increasing cultural competency by 22%.

Affiliations

  • Certified Six Sigma Green Belt (CSSGB) through Ironclad Systems
  • International Council of Nurses
  • Freemason
  • Member of the Network for Excellence in Customer Service (NECS)
  • Member of the National Society for Leadership and Success
  • Certified Behavioral Analyst through procedure for Conflict Resolution
  • Jaycees
  • Member of the Contact Center Association (CCA)
  • Member of the International Customer Service Association (ICSA)
  • Association for Computing Machinery

Certifications

  • Certified Professional in Customer Experience (CCXP)
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE)
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Advanced Conflict Management Certification by Meridian
  • Interpersonal Communication for Supervisors Certification by Northwind
  • Certified Business Analysis Professional (CBAP)
  • Certified Call Center Manager (CCCM) by Northwind
  • ServSafe
  • Certified Trainer for Customer Service (CTCS) by Ironclad Systems
  • Certified Problem Solver for Contact Centers by Summit Group

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