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Skills

  • Appeals resolution strategies
  • Training development aptitude
  • Retail store support
  • Appeal queue management
  • Key stakeholder relationship building
  • Conflict de-escalation techniques
  • Medical terminology knowledge
  • Escalation protocol development
  • Complaint resolution innovation
  • Time management and prioritization

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Educated employees on company procedures and services.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Processed 13 invoices and mailed documentation to clients each two years.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Provided clients with basic technical support for a variety of standard company products.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included Jira recommendations.
  • Acquired 9 new customers, resulting in 10% revenue for the team.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Within Miscellaneous, senior Customer Solutions Appeal Agent and outstanding performer in budget management and workflow optimization.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Strengths in quality assurance and stakeholder engagement backed up by Miscellaneous training.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.

Accomplishments

  • Led a team of 12 appeals agents to resolve escalations, lowering overall resolution time by 70% in 2023.
  • Created a detailed step-by-step appeals process that reduced unresolved cases from 10 to 11 cases daily.
  • Utilized problem-solving techniques to address root issues in Salesforce failures, reducing escalations by 18% without need for managerial involvement.
  • Collaborated with team of 18 in the development of standard.
  • Implemented a customer feedback mechanism post-appeal, which increased the feedback response rate by 26%, allowing for tangible service improvements.
  • Documented and resolved program which led to category.
  • Surpassed monthly resolution goals by 79% through enhanced analytical approaches to recurring dispute categories.
  • Designed a query response algorithm for appeals agents, cutting response times by 76% and improving team efficiency.
  • Mentored 8 appeal agents on compliance with system, boosting the accuracy of claims handling by 81%.
  • Reduced customer escalations by 76% after analyzing and resolving root causes of dissatisfaction with Power BI.

Affiliations

  • Appeals Process Improvement Group (APIG)
  • Customer Experience Professionals Association (CXPA)
  • North American Appeals Process Effectiveness Group (NAPEG)
  • Association for Computing Machinery
  • Regional Association of Customer Dispute Resolution Agents
  • Toastmasters
  • Certified Customer Relations Management (CRM) Professionals Association
  • Lions Club
  • Association for Customer Feedback and Resolutions Analysis (ACFRA)
  • National Association of Social Workers

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Information Systems Auditor (CISA)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Retention Specialist Certification (CRSC)
  • Project Management Professional (PMP)
  • Advanced Customer Support Certification – Jira
  • CompTIA A+ Certification
  • Microsoft Office Specialist (MOS): Jira
  • Microsoft Certified Systems Engineer (MCSE)

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