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Skills

  • Food preparation
  • Strategic sales knowledge
  • Strong verbal communication
  • Staff development
  • Receiving support
  • Credit card processing
  • Data analysis
  • Materials preparation
  • Multi-line phone talent
  • Recordkeeping strengths

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Answered an average of 16 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • I'm in charge of a variety of queries relating to import/export shipments.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Customer service training processes were implemented and developed by me.
  • Kept up to date on product and service changes.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Power BI and procedure techniques have been taught to me.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Customer Service Support Representative with 11 years of successful budget management and strategic planning experience.
  • Worker with a strong understanding of method organization and procedure product issues.
  • Customer Service Support Representative is a service-oriented Customer Service Support Representative with unrivaled customer service, task prioritization, and time management skills.

Accomplishments

  • Improved data entry accuracy by implementing verification procedures, improving efficiency and reducing errors by 57%.
  • Utilized CRM tools like Tableau to track and improve customer interactions, increasing first-call resolution rates by 61%.
  • Resolved an influx of 2 customer service tickets, achieving a 41% increase in overall customer satisfaction within one year.
  • Established a customer loyalty initiative that saw a 33% increase in repeat customers over the past year.
  • Increased sales 4% over one year.
  • Collaborated with sales to ensure customer concerns were addressed before renewal, leading to an increase in contract renewals by 19%.
  • Acted as liaison between the product team and customers, ensuring high satisfaction rates that contributed to the team earning Six Sigma in 2022.
  • Documented and resolved process which led to initiative.
  • Authored and distributed a bi-weekly customer satisfaction report that helped improve support team response rates by 73% in several months.
  • Handled escalated customer issues in a calm and professional manner, resulting in a 44% improvement in customer sentiment scores.

Affiliations

  • International Council of Nurses
  • Customer Support Managers Association (CSMA)
  • Project Management Institute
  • Society of Customer Service Professionals (SCSP)
  • American Marketing Association
  • Society for Service Excellence (SSE)
  • Product Support Professionals Group (PSPG)
  • International Customer Support Association (ICSA)
  • Association for Talent Development (ATD)
  • International Institute of Customer Service (IICS)

Certifications

  • Apple Certified Associate (ACA)
  • Certified Help Desk Manager (HDI)
  • CompTIA Customer Service and Help Desk Certification
  • CompTIA Network+
  • ITIL Foundation Certification in IT Service Management
  • Certified Contact Center Manager (CCCM) - Beacon Labs
  • Project Management Professional (PMP)
  • Time Management Certification for Customer Service - 2023
  • Active Listening in Customer Service - Brightline
  • Salesforce Service Cloud Consultant Certification

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