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Skills

  • Product organization
  • Conflict mediation
  • Route management
  • Microsoft Office expertise
  • Clerical support
  • Customer complaint management
  • Customer satisfaction improvement strategies (98% CSAT rating)
  • Store maintenance
  • Senior leadership support
  • In-store support

Work Experiences

  • Named Top Seller for 18 months through streamlined.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Assessed customer needs and upsold products and services to increase metric sales.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Shared detailed information about Power BI options to assist customers in making decisions.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.

Summaries

  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Customer Service Support Associate with 10 years of standard customer service experience.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Trained in the use of Salesforce and has in-depth knowledge of vendor management.
  • 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.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Dedicated to customer satisfaction and loyalty.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Customer Service Representative with extensive experience in the system industry who is friendly and dedicated.
  • Excel in Salesforce offerings, ServiceNow use, and strategic planning.

Accomplishments

  • Proactively engaged 18 key customers to upsell relevant services, contributing to a 62% revenue increase from existing clientele.
  • Collaborated with the product team to implement 14 new features based on customer input, leading to a 26% increase in customer retention.
  • Analyzed and reported on customer service handling metrics, providing feedback to senior management that improved team KPIs by 23%.
  • Effectively handled 80% of inbound customer queries related to HubSpot, ensuring high levels of issue resolution and customer satisfaction.
  • 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.
  • Collaborated with the QA team to test new customer service workflows, resulting in a 54% improvement in internal efficiency.
  • Consistently met or exceeded individual performance metrics, maintaining a customer service satisfaction score of 75% over 18 months.
  • Mentored junior team members, resulting in a 16% improvement in team performance and a 79% increase in positive customer feedback.
  • Created detailed FAQ and support documentation, leading to a 69% reduction in call volume over three years.
  • Assisted in the roll-out of Asana, improving customer support efficiency which reduced average response time by 79%.

Affiliations

  • Member, Contact Center Association (CCA), Support Management Vertical
  • Member, Regional Call Center Leadership Group, Boston
  • Member, Call Center Management Association (CCMA)
  • Certified Customer Service Representative, process – ICMI
  • Member, International Customer Management Institute (ICMI)
  • Certification, Conflict Resolution in Customer Support – method, initiative
  • Certified Problem Resolution Expert - Customer Support Professional Certification - Scrum Master
  • Mentor and Trainer, Customer Support Knowledge Network - program
  • Certified Customer Operations Manager, National Customer Support Forum - program
  • Active Participant, National Customer Service Association (NCSA)

Certifications

  • Customer Service Excellence Certification Vantage
  • HubSpot Customer Support Certification - 2024
  • Certified Salesforce Service Cloud Consultant - 2017
  • ITIL Foundation Certification in Customer Support - 2018
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Customer Service Specialist (CSS) - 2018
  • CompTIA A+ Technician
  • Microsoft Office Specialist (MOS)
  • Certified Public Accountant (CPA)
  • Time Management for Customer Support Professionals Certification - framework

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