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Skills

  • Call center performance audits and evaluations
  • Direct sales
  • Advanced troubleshooting and problem-solving
  • Materials transport
  • Customer service
  • Customer feedback analysis for service improvement
  • Customer relationship management (CRM) software proficiency (e.g., Power BI)
  • High-energy attitude
  • Contract development
  • In-store support

Work Experiences

  • Provided senior management with detailed monthly departmental reports and updates.
  • Complied with standard regulatory agencies' privacy and security requirements.
  • Consistently outperformed my daily credit card application goals.
  • Answered 3 daily phone calls in order to efficiently resolve system customer issues.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Determined accurate prices for metric customer services by searching for the best deals and prices for customers on a regular basis.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.

Summaries

  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of framework agencies.
  • Client service professional with 7 years of experience interacting with clients.
  • Customer Service Support Agent with 15 years of experience resolving customer complaints and inquiries.
  • Customer Service Support Agent with a 5-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Framework regulations and procedures are second nature to me.
  • Mentoring and coaching skills in a dynamic professional.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Customer Service Support Agent is an energetic and dependable Customer Service Support Agent who has been well-trained and excels in high-end merchandise environments.

Accomplishments

  • Cross-trained in multiple product lines, leading to faster issue resolution and reduced customer handoff by 41%.
  • Maximized FCR rates by implementing custom scripts and knowledge base articles, reducing follow-up requests by 74%.
  • Efficiently handled escalated complaints, improving customer recovery rates by 52%.
  • Analyzed quarterly customer interaction data to optimize workflows, reducing average handling time (AHT) by 56% over 6 months.
  • Spearheaded the integration of Adobe Creative Suite ticketing tool, improving agent efficiency and reducing handling time by 84%.
  • Led a training initiative that improved FCR by 85%, enhancing both team competency and customer satisfaction.
  • Resolved 13 tickets per day on average, prioritizing accuracy and customer satisfaction, with a 54% adherence to SLA deadlines.
  • Mentored new team members, improving onboarding efficiency by 82% and enhancing team performance.
  • Enhanced ticketing system reporting functionalities, which improved CSAT tracking and enabled more precise customer interaction follow-ups.
  • Reduced phone queue wait times by two years, resulting in an improved NPS score from method to procedure.

Affiliations

  • Affiliate Member, Global Workforce Management Association (2019)
  • Active Volunteer at Atlanta's Customer Support Awareness Initiative
  • Member, Association for Support Professionals (ASP), 2017-Present
  • Elected Chairperson, Boston Customer Support Improvement Task Force
  • Member, National Association of Call Centers (NACC), 2021-Present
  • Active Member in Call Center Metrics Association (CCMA) (Austin)
  • Completed Certified Customer Success Management Course, category (2021)
  • Active Participant, Customer Service Excellence Certification Program (PMP)
  • Certified in Advanced Troubleshooting Techniques through system
  • Participant, National Customer Care Conference (NCCC) (2019)

Certifications

  • First Aid/CPR
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Dynamics 365 for Customer Service Certification - 2017
  • Certified Customer Service Professional (CCSP) - Northwind
  • Certified Call Center Manager (CCCM) - Brightline
  • Certified Call Center Leader (CCCL) - Harbor & Co.
  • Advanced Ticketing System Specialist Certification - Summit Group
  • Workplace Communication Skills Certification, Harbor & Co.
  • Salesforce
  • First Contact Resolution (FCR) Certification - Ironclad Systems

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