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Skills

  • Staff education and training
  • Operations management
  • Financial records and processing
  • Music showcase training
  • Heavy lifting
  • Contract auditing
  • CRM
  • Safety measures
  • Account management
  • Strategic sales knowledge

Work Experiences

  • Handled over 6 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Collaborated with vendors to plan more than 4 daily pickups and weekly deliveries.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept the framework and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept up to date on product and service changes.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Customer Support Agent proactive with experience in providing support and resolving customer complaints.
  • Worker with a strong understanding of procedure organization and method product issues.
  • Successful Customer Support Agent with 9 years of customer service experience by optimized.
  • Hardworking Customer Support Agent with 14 years of telecommuting experience meeting customer needs.
  • Clear understanding of cross-functional collaboration and performance reporting as well as strategic planning training.
  • Customer Support Agent with 13 years of successful team leadership and vendor management experience.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Collaborated with team of 11 in the development of procedure.
  • Collaborated with engineering teams to triage and resolve technical escalations for platform issues affecting 17 users, increasing uptime by 82%.
  • Minimized response times by optimizing workflow within program, reducing overall ticket handling time by 45%.
  • Supported high-volume customer interaction environments, handling over 18 inquiries daily with a complaint resolution rate of 73%.
  • Developed user-friendly self-service FAQs and help articles that improved customer handling of common queries, reducing inbound support requests by 70%.
  • Managed a communication channel between the customer support team and the development team, ensuring that user feedback directly impacted product roadmaps.
  • Utilized method to log over 6 user interactions per day, ensuring consistent follow-up and accurate case resolution tracking.
  • Created detailed incident reports based on customer feedback analysis, which influenced product updates and functionality improvements.
  • Resolved product issue through consumer testing.
  • Collaborated with quality assurance teams to identify product bugs and remedied recurring technical issues, leading to stronger post-sale customer relations.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Society of Workforce Planning Professionals (SWPP)
  • Customer Success Association
  • Lions Club
  • Global Customer Service Training & Certification Center (GCSTCC)
  • Help Desk Institute (HDI) Certification Program
  • Call Center Management Association (CCMA)
  • International Customer Service Association (ICSA)
  • Customer Experience Institute (CEI)
  • Technical Support Industry Association (TSIA)

Certifications

  • Customer Experience Manager (CEM)
  • CompTIA A+ Certification
  • Microsoft Certified: Azure Fundamentals
  • CompTIA Cloud Essentials+
  • AWS Certified Cloud Practitioner
  • Salesforce Certified Service Cloud Consultant
  • Certified Quality Auditor (CQA)
  • Certified Information Technology Professional (CITP)
  • Certified Public Accountant
  • Master Certified Knowledge Manager (MCKM)

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