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Skills

  • Customer satisfaction survey creation and analysis
  • Customer complaint resolution and escalation management
  • Stock management
  • Account management
  • CRM data accuracy and hygiene best practices
  • Sales expertise
  • Retail materials management
  • Customer data privacy and security best practices
  • Shipping procedures understanding
  • Recordkeeping strengths

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Used a POS system to itemize and total the purchases of 13 customers.
  • Educated employees on company procedures and services.
  • 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.
  • Facilitated process orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and initiative department guidelines.
  • Competent Customer Service Subject Matter Expert with a desire to exceed sales targets and establish long-term customer relationships.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Service Subject Matter Expert with 17 years of experience in dealing with customer requests and concerns.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Subject Matter Expert is a service-oriented Customer Service Subject Matter Expert with unrivaled customer service, task prioritization, and time management skills.
  • Hardworking Customer Service Subject Matter Expert with 4 years of telecommuting experience meeting customer needs.
  • Strengths in project management and budget management backed up by Miscellaneous training.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Reduced escalation handling time by 70% through the creation of an updated response metric based on customer urgency.
  • Designed an interactive FAQ section that increased self-service efficiency by 18%, reducing inbound call volume.
  • Trained 7 new hires and existing employees on best practices, leading to a 62% increase in customer satisfaction scores by program.
  • Utilized customer satisfaction survey results to develop targeted training programs, increasing overall CSAT by 27%.
  • Worked directly with backend engineers to address technical issues, saving $8 in missed SLA fines over 6 months.
  • Collaborated with cross-functional teams, resulting in a decrease of escalations by 45% in 2019.
  • Collaborated with the product team to gather customer feedback, influencing product updates and reducing user complaints by 24%.
  • Implemented a feedback system based on customer interactions, which led to a 59% rise in customer retention in 2020.
  • Collaborated with team of 7 in the development of standard.
  • Introduced a tiered support structure, reducing average issue resolution time by 68% hours.

Affiliations

  • Customer Support Leaders Roundtable Participant
  • Lions Club
  • Language Support Certification for Mandarin
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • International Customer Management Institute (ICMI) Member
  • Contact Center Network Group (CCNG) Member
  • Global Support and Services Innovators Network Member
  • International Association of Multilingual Services (IAMLS) Affiliate
  • Global Help Desk Certification (GHDC) Holder

Certifications

  • Google Analytics IQ Certification for Data Analysis
  • First Aid/CPR Certified
  • Certified Product Management Professional (CPMP)
  • Google Certified Professional Cloud Architect
  • Certified Information Systems Security Professional (CISSP) for Data Privacy & Security
  • ServSafe
  • TOGAF Certification for Corporate Architecture Strategy
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Zendesk Support Administrator Expert Certification

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