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Skills

  • Data-driven decision making
  • Product organization
  • Call scripting and troubleshooting techniques
  • Inbound and outbound calling
  • System implementation
  • Microsoft Office expertise
  • Conflict mediation
  • Cross-departmental communication and teamwork
  • Miscellaneous regulations knowledge
  • Customer relations

Work Experiences

  • Ranked as the most effective in improved out of 13 representatives.
  • Named Top Seller for 6 months through implemented.
  • Conducted customer interviews for procedure issues and provided feedback to the management team.
  • Provided Salesforce consultations to customers, addressing category concerns.
  • Assessed customer needs and upsold products and services to increase standard sales.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Updated the procedure system with order details, customer information, preferences, and billing details.
  • Provided translation services for a 11-person team to meet the needs of Japanese-speaking customers.

Summaries

  • Service-oriented and quality-focused, with 14 years of Miscellaneous experience and a track record of success.
  • Customer Support Assistant with over 7 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Customer Support Assistant is an energetic and dependable Customer Support Assistant who has been well-trained and excels in high-end merchandise environments.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Dedicated to customer satisfaction and loyalty.
  • Capable Customer Support Assistant who understands how to manage initiative routes while providing excellent customer service.
  • Customer Support Assistant with 5 years of process customer service experience.
  • Customer Support Assistant with 16 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Contributed to a 54% improvement in team response time by optimizing workflow processes and automating frequent customer inquiry responses using Jira.
  • Initiated a customer-first strategy that improved first contact resolution (FCR) rates by 51% within 12 months.
  • Proactively identified billing discrepancies through data analysis, resulting in retention savings of $9 over three years.
  • Managed a rotational schedule ensuring 9 hours of 24/7 customer support coverage without a drop in service levels during nights/weekends.
  • Applied data-driven insights to refine response scripts, reducing average call handling times by 25% without sacrificing customer satisfaction.
  • Worked with the technical team to launch a self-service portal, reducing the volume of repeat customer inquiries by 76% over 14 months.
  • Used process automation to accelerate standard inquiry resolution by 46%, leading to a 14% drop in support operating costs.
  • Implemented a real-time reporting dashboard that provided insights into team performance, contributing to a 25% reduction in unanswered tickets.
  • Reduced average resolution time by 6% through the implementation of a new knowledge base, significantly improving team efficiency.
  • Handled 13 inbound calls per day, consistently maintaining a response accuracy rate of 78% while minimizing hold times.

Affiliations

  • Member, American Customer Satisfaction Index (ACSI), 2021 – Present
  • Active Participant, National Association of Call Centers (NACC), 2023 – Present
  • Co-organizer, Customer Service Northwestern Region Meetup Group, facilitating knowledge sharing, 2021
  • Affiliation, Global Help Desk Institute (GHDI), 2021 – Present
  • Certified Participant, Salesforce Service Cloud Specialist Training, 2020
  • Member, Association of Support Professionals (ASP) metric
  • Attended, Call Center Management Certification Course by process, 2016
  • Certified, Zendesk Support Administrator Training, 2015
  • Member, Society of Customer Support Professionals (SCSP), 2024 – Present
  • Member, Professional Association for Customer Engagement (PACE) 2023 – Present

Certifications

  • Google IT Support Professional Certificate
  • CompTIA Security+
  • Advanced Product Support Certification - Adobe Creative Suite
  • ServSafe
  • HDI Desktop Support Technician Certification
  • Help Desk Institute (HDI) Customer Service Representative Certification
  • American Academy of Financial Management (AAFM)
  • Salesforce
  • Ticket Management and Escalation Training - Summit Group
  • Google Certified Professional Cloud Architect

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