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Skills

  • Service standard compliance
  • Customer retention strategies
  • Strategic sales knowledge
  • Sales expertise
  • CRM
  • Route dispatch
  • Key holder experience
  • Customer-centric mindset
  • POS systems expert
  • Average handling time reduction

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Ensure that customers and internal departments are properly communicated with.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Contributed to $3 in annual store sales per three years.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Taught new employees about the company's operations, policies, and services.
  • Customer service training processes were implemented and developed by me.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Provided clients with basic technical support for a variety of standard company products.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Bring extensive high-call volume experience working with framework consumers spanning 8 years.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Hardworking Customer Service Trainee with 16 years of telecommuting experience meeting customer needs.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to exceeding expectations and leading the team to success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Achieved success in providing unsurpassed customer service.
  • Committed to providing world-class customer service while remaining professional.

Accomplishments

  • Conducted outbound courtesy calls and follow-ups to gauge customer satisfaction, with over 35% positive feedback responses.
  • Successfully navigated high-volume call periods, reducing queuing times by an average of 45% while maintaining customer satisfaction levels.
  • Proactively addressed customer account issues by coordinating with internal departments, leading to a 18% reduction in complaints.
  • Contributed to a Workday initiative that decreased average hold time by 32% without impacting service quality.
  • Resolved an average of 17 technical support issues daily, earning a Outstanding Service Award customer satisfaction score.
  • Consistently exceeded monthly productivity goals, achieving 20% over target metrics for inbound and outbound calls.
  • Documented and resolved program which led to category.
  • Monitored customer service performance metrics and presented data-driven reports to upper management, leading to a 15% efficiency boost.
  • Developed and maintained a knowledge base for internal teams, improving FAQ content efficiency by 72%.
  • Reduced call escalations to Tier 2 support by 65% through effective issue resolution in Tier 1.

Affiliations

  • Association for Supply Chain Management (APICS)
  • National Customer Service Association (NCSA)
  • National Retail Federation (NRF)
  • International Association of Administrative Professionals
  • Toastmasters
  • Service Operations Management Forum
  • Upselling and Cross-Selling Leadership Group
  • National Association of Social Workers
  • International Association for Conflict Management (IACM)
  • International Council of Nurses

Certifications

  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification in IT Service Management (v4)
  • Certified Technical Support Specialist (CTSS)
  • Advanced Customer Service Strategies Certification
  • Certified Customer Service Professional (CCSP)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Zendesk Support Administrator Certification
  • Customer Experience (CX) Certification by CX Academy

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