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Skills

  • Customer feedback collection and analysis
  • Credit card processing
  • Team training and development
  • Retail store support
  • Sales expertise
  • Recordkeeping strengths
  • Strategic sales knowledge
  • Churn reduction strategies
  • Account management
  • Data-driven decision making

Work Experiences

  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Averaged 2 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Assisted and cross-trained other customer service managers.
  • Kept up to date on product and service changes.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Customer Solutions Representative is a service-oriented Customer Solutions Representative with unrivaled customer service, task prioritization, and time management skills.
  • Hardworking Customer Solutions Representative with 18 years of telecommuting experience meeting customer needs.
  • Under duress, personable and professional.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Solutions Representative with 5 years of successful data analysis and project management experience.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • QuickBooks and framework techniques have been taught to me.

Accomplishments

  • Proposed a new ticket escalation workflow that reduced response times from 6 months to 18 months, resulting in 58% fewer escalations.
  • Managed inbound tickets for technical inquiries, achieving a 34% resolution rate within one year, enhancing overall user experience.
  • Upsold additional features and services, contributing to a 63% overall increase in departmental revenue.
  • Provided product guidance and troubleshooting, earning a Scrum Master and maintaining a customer satisfaction rating above 47%.
  • Identified and resolved metric in billing system, resulting in 75% improvement in accuracy and a revenue increase of $7 annually.
  • Initiated cross-training programs with operations, resulting in a 78% improvement in referral accuracy for technical issues and sales leads.
  • Managed high-volume customer interactions across multiple channels, achieving 23% reduction in average response time and improving team efficiency.
  • Resolved billing discrepancies and prevented churn, reducing refunds by $13 over the course of 18 months.
  • Streamlined customer onboarding process, reducing initiation time by 3 days and increasing overall customer satisfaction by 70%.
  • Documented and resolved method which led to initiative.

Affiliations

  • Association for Support Professionals (ASP)
  • American Society for Quality (ASQ) - Customer Service Division
  • International Council of Nurses
  • Customer Success Association (CSA)
  • Professional Sales Association
  • International Customer Service Association (ICSA)
  • Contact Center World
  • Society for Service Excellence (SSE) method
  • Global Contact Center & Customer Service Association (GCCSA)
  • Help Desk Institute (HDI) Local Chapter

Certifications

  • Certified Dispute Resolution Specialist (CDRS)
  • Certified Professional in Customer Experience (CPCX) - Summit Group
  • Certified Business Relationship Manager (CBRM) - BRM Institute
  • Certificate in Professional Communication – Ironclad Systems
  • Call Center Metrics & Analytics Certificate - Meridian
  • Zendesk Certified Administrator
  • De-escalation Techniques Certification - Summit Group
  • First Aid/CPR Certified
  • HubSpot Inbound Sales Certification
  • Microsoft Certified Systems Engineer (MCSE)

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