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Skills

  • Data analysis for service improvement
  • Money handling abilities
  • Service standard compliance
  • Workflow Optimization
  • Recordkeeping strengths
  • Conflict de-escalation techniques
  • Empathy and active listening
  • Appeal queue management
  • Customer Satisfaction Metrics (CSAT, NPS)
  • Time management and prioritization

Work Experiences

  • Increased the team's revenue by over $13 in sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Welcomed, greeted, and assisted customers, generating $6 in three years revenue in a high-traffic store.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Assisted and cross-trained other customer service managers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.
  • ServiceNow expert with experience in team leadership services.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Hardworking Customer Solutions Appeal Agent with 3 years of telecommuting experience meeting customer needs.
  • Very knowledgeable about QuickBooks, as well as initiative competitors and offerings.
  • Costs were consistently reduced while profits were increased.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Customer service specialist with over 18 years of experience resolving account and service issues for Miscellaneous clients.
  • Customer Solutions Appeal Agent who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Developed and implemented a priority handling protocol, significantly improving turnaround times for highly urgent cases by 4 days.
  • Designed a query response algorithm for appeals agents, cutting response times by 76% and improving team efficiency.
  • Enhanced overall customer satisfaction by creating a mentoring program that helped new hires meet productivity benchmarks within 7 weeks instead of the usual 9.
  • Trained 10 new hires on Jira, resulting in a 41% increase in their customer handling efficiency within the first 10 months.
  • Reduced appeals backlog by 55% through a specialized triaging system that effectively prioritized cases based on urgency.
  • Monitored and followed-up weekly on 14 unresolved customer cases, ensuring accurate and timely resolutions.
  • Mentored 8 appeal agents on compliance with system, boosting the accuracy of claims handling by 81%.
  • Drafted standardized email templates, which improved response times and saved the team approximately 5 hours per month.
  • Surpassed monthly resolution goals by 79% through enhanced analytical approaches to recurring dispute categories.
  • Utilized Tableau to track real-time appeal statuses, reducing manual errors by 43%.

Affiliations

  • American Society of Safety Professionals
  • Association for Computing Machinery
  • North American Appeals Process Effectiveness Group (NAPEG)
  • Toastmasters
  • Global Regulatory Compliance and Dispute Resolution Association
  • Society for Consumer Protection and Conflict Resolution Experts
  • National Association of Customer Advocates (NACA)
  • Affiliation with National Appeals Board Association
  • Membership with Customer Service Standards Certification Commission
  • American Marketing Association

Certifications

  • Certified Customer Service Trainer (CCST)
  • Product Management Certification, Beacon Labs
  • ServSafe
  • Certified Social Media Specialist Adobe Creative Suite
  • First Aid/CPR Certified
  • Certified Technical Support Agent – QuickBooks
  • Zendesk Administrator Certification
  • Google Certified Professional Cloud Architect
  • Professional in Customer Service (PCS) – International Customer Service Association
  • Certified Customer Service Professional (CCSP)

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