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Skills

  • Customer relations
  • Promotional support
  • Fleet dispatching
  • Credit card payment processing
  • Product organization
  • Collaboration with cross-functional teams
  • Quality control
  • Data entry and record-keeping accuracy
  • Schedule mastery
  • Business development understanding

Work Experiences

  • Provided senior management with detailed monthly departmental reports and updates.
  • Provided translation services for a 4-person team to meet the needs of French-speaking customers.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and framework data.
  • Trained 13 new employees in procedures and policies in order to improve team performance each quarter.
  • Complied with category regulatory agencies' privacy and security requirements.
  • Increased retail sales by 18% and increased customer traffic by 13%.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Exceeded the past year service goals using customer service, sales, and employee management best practices.
  • Named Top Seller for 18 months through streamlined.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.

Summaries

  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Customer Service Support Associate with 10 years of standard customer service experience.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Team player who is empathetic and supportive.
  • Customer Service Support Associate with a 12-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Service-oriented and quality-focused, with 12 years of Miscellaneous experience and a track record of success.

Accomplishments

  • Developed a targeted customer outreach strategy based on feedback, increasing customer engagement and resulting in a 36% improvement in retention rates.
  • Streamlined email triage process for the customer service department, achieving a 70% faster email query resolution rate.
  • Reduced customer wait times by implementing a live chat feature, resulting in a 30% improvement in first-contact resolution rates.
  • Implemented cross-sell and upsell strategies leading to an increase in revenue by 65% from existing customer accounts over one year.
  • Developed a conflict resolution protocol that decreased escalations by 31%, improving both overall ticket closure times and customer satisfaction ratings.
  • Developed and led a customer feedback survey initiative, increasing actionable insights by 76% and improving overall Customer Satisfaction Score (CSAT) to 3 over 18 months.
  • Established and enforced revised workflows that improved response times to customer queries by 74%, ensuring all inquiries met SLA requirements.
  • Collaborated with the QA team to test new customer service workflows, resulting in a 54% improvement in internal efficiency.
  • Resolved customer complaints in a timely manner, consistently keeping response time under 6 hours and ranking in the top 16% of the team.
  • Monitored key performance indicators (KPIs) daily to ensure adherence to SLA targets, maintaining a 42% compliance rate.

Affiliations

  • Active Participant, Customer Support Excellence Forum
  • Trained in Psychological Concepts for Customer Service Excellence - Mental Health Academy - process
  • Certified Problem Resolution Expert - Customer Support Professional Certification - Scrum Master
  • Member, Tech Support Alliance Network (TSAN) - procedure
  • Certified Customer Experience Professional (CCXP), Customer Experience Professionals Association - procedure
  • Member, International Customer Management Institute (ICMI)
  • Member, Contact Center Association (CCA), Support Management Vertical
  • Member, Call Center Management Association (CCMA)
  • Member, Help Desk Institute (HDI), Customer Support Certification – procedure
  • Contributor, Customer Support Training Group - Northwind, 2022

Certifications

  • CompTIA A+ Technician
  • CompTIA Network+
  • Google Professional Customer Service Certification - 2021
  • Positive Influencing & Negotiation Skills for Customer Service - process
  • Zendesk Customer Experience Specialist Certification - 2022
  • Customer Handling and Complaint Resolution Certification - Brightline
  • Social Media Customer Service Specialist Certification - Lakeside Partners
  • Conflict Resolution in Customer Service Certification - Harbor & Co.
  • CompTIA Customer Service Specialist (CSS) - 2018
  • American Academy of Financial Management (AAFM)

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