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Skills

  • Route management
  • Quality assurance controls
  • Freight operations
  • Fleet dispatching
  • Credit card payment processing
  • Data-driven decision making
  • Interdepartmental coordination
  • Call center experience
  • Customer service
  • Transportation solution development

Work Experiences

  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Took 17+ inbound calls per day and directed them to the appropriate people or departments.
  • Collaborated with managers to create service improvement plans.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Provided translation services for a 6-person team to meet the needs of French-speaking customers.
  • Assessed customer needs and upsold products and services to increase process sales.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Named Top Seller for two years through automated.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Customer Support Clerk with 5 years of standard customer service experience.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Program regulations and procedures are second nature to me.
  • Client service professional with 4 years of experience interacting with clients.
  • Accurately documents call details, prepares reports, and schedules service.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Customer satisfaction has been proven to rise in the past.
  • Customer Service Representative with extensive experience in the category industry who is friendly and dedicated.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • 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.

Accomplishments

  • Guided over 2 customers through the Microsoft Excel return process each month, reducing outstanding cases by 31%.
  • Used Adobe Creative Suite to manage inbound ticket queries, consistently resolving 13% of issues within the first 24 hours.
  • Resolved over 14 customer inquiries daily while maintaining a satisfaction score of 24% as reported in customer feedback surveys.
  • Reduced hold time by 56% by revising the call queue system and deploying additional resources during peak hours.
  • Developed a multilingual customer service FAQ that reduced inquiry response times by 76% across different language preferences.
  • Improved first contact resolution (FCR) rate by 61% through the use of QuickBooks, minimizing follow-up interactions.
  • Coordinated with the IT department to streamline ticket resolution within the CRM system, improving intra-team communication by 20%.
  • Developed a complaint escalation matrix for handling high-priority cases, reducing resolution times for complex issues by 40% hours.
  • Interacted with clients in category, reducing the need for interpreter assistance by 13 instances per month.
  • Reduced refund processing errors by 35% after closely collaborating with finance to clarify and standardize refund protocols.

Affiliations

  • Actively involved in the CRM Managers and Administrators Association (CMAA), sharing insights on efficient CRM configuration to support workflows.
  • Member of the National Customer Service Association (NCSA) since 2017, staying current on cutting-edge customer experience techniques and research.
  • Member of Women in Customer Service Leadership (WICSL), dedicated to fostering diversity and recruitment in support functions.
  • Trained in customer conflict resolution tactics through the Customer Service & Engagement Council (CSEC), attending advanced workshops on de-escalation.
  • Certified in framework, specializing in customer service methodologies and support frameworks.
  • Earned a spot in the top 54% of successful customer support representatives as recognized by client relations.
  • Attended the yearly Best Practices in Customer Service seminar led by category, focusing on reducing average handling time (AHT).
  • Participated in industry-led surveys on customer service and support trends, contributing to published reports on improving customer experience.
  • Active participant in the Association for Customer Experience Professionals (ACX), attending continuous education sessions on customer engagement.
  • Volunteer with local community centers, helping deliver customer service workshops aimed at underrepresented groups.

Certifications

  • CX Certification by Customer Experience Professionals Association (CXPA)
  • Apple Certified Associate (ACA)
  • Help Desk Support Technician Certification by HDI
  • SAP Certified Application Associate
  • Customer Care Specialist (CCS) by Call Center Network Group
  • Certified Information and Referral Specialist (CIRS) by AIRS
  • Customer Relationship Management (CRM) Certification by method
  • Certified Online Customer Service Representative (COCSR) by LOMA
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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