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Skills

  • Training development aptitude
  • Territory Sales Experience
  • Results-oriented
  • Order fulfillment
  • Key holder experience
  • Staff education and training
  • Recordkeeping strengths
  • Client relationship management
  • Client-focused
  • Excel in initiative

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Ensure that customers and internal departments are properly communicated with.
  • Averaged 2 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Bring extensive high-call volume experience working with standard consumers spanning 3 years.
  • Customer Service Representative with experience working in a variety of program and customer service environments.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and standard abilities.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Fluent in Mandarin. Personable and professional communicator.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Supported high-volume customer interaction environments, handling over 18 inquiries daily with a complaint resolution rate of 73%.
  • Created detailed incident reports based on customer feedback analysis, which influenced product updates and functionality improvements.
  • Resolved 22% of customer support tickets within the first point of contact, reducing escalations and improving user satisfaction.
  • Created step-by-step user guides that were viewed over 18 times, significantly reducing repetitive customer queries related to vendor management.
  • Collaborated with engineering teams to triage and resolve technical escalations for platform issues affecting 17 users, increasing uptime by 82%.
  • Decreased average handle times by implementing automated solutions for frequently occurring queries, effectively reducing manual intervention.
  • Reduced the onboarding time for new customer support staff through the development of a comprehensive training program focused on procedure.
  • Collaborated with quality assurance teams to identify product bugs and remedied recurring technical issues, leading to stronger post-sale customer relations.
  • Trained and mentored a team of 17 junior support agents, improving their KPI adherence by 31% within one year.
  • Generated comprehensive weekly reports to management detailing common customer issues and suggestions for process improvement.

Affiliations

  • Association for Support Professionals (ASP)
  • American Medical Informatics Association
  • Association for Supply Chain Management (APICS)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Rotary International
  • Society of Women Engineers
  • Customer Management Leadership Group (CMLG)
  • Association for Computing Machinery
  • Global Association for Customer Experience Professionals (GACEP)

Certifications

  • HubSpot Service Hub Onboarding Certification
  • Certified Ethical Hacker (CEH)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Cloud Essentials+
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Certified Public Accountant
  • GDPR Data Subject Access Requests (DSAR) Certification
  • Certified Quality Auditor (CQA)

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