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Skills

  • CRM
  • Effective Communication with Stakeholders
  • Continuous process improvements
  • Customer feedback analysis
  • Sales expertise
  • Customer retention strategies
  • Staff education and training
  • Strategic sales knowledge
  • Customer onboarding assistance
  • Stock management

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • In the top 12% of employees for successful spearheaded.
  • Averaged 16 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept up to date on product and service changes.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept the standard and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Customer Support Coordinator who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Fluent in Portuguese. Personable and professional communicator.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Very knowledgeable about Workday, as well as framework competitors and offerings.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Offering 13 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Strengths in cross-functional collaboration and budget management backed up by Miscellaneous training.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Resolved product issue through consumer testing.
  • Trained new customer support representatives on framework, boosting team performance by 83% over three years.
  • Presented customer experience insights in monthly stakeholder meetings, influencing decisions that increased customer advocacy scores by 19%.
  • Monitored customer service metrics, implementing changes that resulted in a 81% improvement in first-contact resolution rates.
  • Implemented advanced self-service support tools that reduced troubleshooting reports for key customer segments by 65%.
  • Collaborated with product development teams to incorporate customer feedback in 2 product iterations, ensuring improved customer experience.
  • Led a cross-functional initiative that enhanced customer support workflows, cutting average resolution time by two years.
  • Led the successful adoption of category, improving support ticket closure rates by 29% in one year.
  • Exceeded personal monthly call quotas by consistently managing 11 calls, leading to a 49% increase in customer satisfaction.
  • Orchestrated the implementation of customer success metrics, resulting in improved service delivery across 18 departments.

Affiliations

  • Women in Customer Service Leadership (WCSL)
  • Jaycees
  • American Medical Informatics Association
  • Association of Support and Service Experience Management
  • Institute of Customer Service (ICS)
  • Society of Workforce Planning Professionals (SWPP)
  • Professional Communication and Customer Service Skills Group
  • Society of Human Resource Management
  • International Council of Nurses
  • Help Desk Institute (HDI)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • KCS v6 Practices Certification
  • Google IT Support Professional Certificate
  • Customer Analytics Certificate - initiative
  • ITIL® v4 Foundation Certification
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Certified Scrum Product Owner (A-CSPO)
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Support Performance Metrics Certification - Meridian
  • HubSpot Service Hub Software Certification

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