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Skills

  • Credit card processing
  • Stocking and replenishing
  • Implementing automation to reduce manual tasks (53% improvement)
  • Customer relationship management (CRM) expertise
  • Ability to handle difficult customers with poise
  • Report preparation
  • Account management
  • Cross-functional team collaboration
  • Multi-line phone talent
  • Recordkeeping strengths

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Answering Adobe Creative Suite questions and suggesting information about other products and services attracted potential customers.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Increased the team's revenue by over $10 in sales.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Under duress, personable and professional.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and program department guidelines.
  • Motivated to keep customers happy and contribute to the company's success.
  • Hardworking Customer Service Teammate with 18 years of telecommuting experience meeting customer needs.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Achieved success in providing unsurpassed customer service.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Piloted a troubleshooting guide that reduced ticket resolution time by 75% and enhanced the overall support experience.
  • Led initiative to translate support documentation into Mandarin, opening new markets and increasing customer satisfaction by 69%.
  • Collaborated with management to redesign the customer success dashboard, providing clearer real-time insights and improving decision-making by 65%.
  • Directed a cross-functional team across 13 departments to reorganize and streamline the escalation process, leading to reduced ticket backlog by 64%.
  • Developed new customer support materials in ServiceNow, which were adopted company-wide and contributed to decreasing inquiries by 50%.
  • Formalized a post-interaction feedback system, which captured 17% more insights and led to tailored improvements within program.
  • Successfully handled escalations and defused 10 high-conflict customer situations, leading to positive resolutions and retained business relationships.
  • Utilized customer feedback and surveys to provide actionable insights for improving Power BI, directly influencing a 51% reduction in defect-related inquiries.
  • Documented and resolved initiative which led to standard.
  • Played a key role in the successful implementation of a new customer service platform, leading to a 38% increase in productivity across the team.

Affiliations

  • American Management Association (AMA), Customer Relations Focus
  • Support Driven Community
  • American Marketing Association
  • Rotary International
  • Jaycees
  • Customer Experience Professionals Association (CXPA)
  • International Customer Service Association (ICSA)
  • Help Desk Institute (HDI) Membership
  • National Customer Service Association (NCSA)
  • Member, Association for Specialist Customer and Support Agents (ASCSA)

Certifications

  • ServSafe
  • Customer Success Manager Level 1 Certification by Gainsight
  • Microsoft Dynamics 365 Fundamentals
  • Conflict Resolution & Mediation Certification
  • Certified Customer Relations Specialist (CCRS) by Customer Service Institute of America (CSIA)
  • HubSpot Customer Hub Implementation Certification
  • ISO 10002 Quality Management Customer Satisfaction Guidelines on Complaints Handling Certification
  • Google Analytics for Beginners Certification (for tracking customer behavior)
  • Advanced Social Media Customer Care Certification by Hootsuite Academy
  • Apple Certified Associate (ACA)

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