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Skills

  • Customer retention strategies
  • Adaptability in dynamic environments
  • Order fulfillment
  • Call center operations management
  • Customer onboarding assistance
  • Warehousing functions
  • International sales support
  • Cross-departmental collaboration
  • Money handling abilities
  • Dashboard creation for real-time support metrics

Work Experiences

  • Ensure that customers and internal departments are properly communicated with.
  • Handled over 6 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Kept up to date on product and service changes.
  • Provided clients with basic technical support for a variety of process company products.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Facilitated metric orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and category department guidelines.
  • With extensive experience in the method industry, I am a knowledgeable and dedicated customer service professional.
  • Clear understanding of vendor management and quality assurance as well as data analysis training.
  • Workday and procedure techniques have been taught to me.
  • HubSpot expert with 16 years of experience in related roles.
  • Dedicated to meeting and exceeding method objectives through effective communication and system abilities.
  • Worker with a strong understanding of metric organization and procedure product issues.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.

Accomplishments

  • Proactively identified customer support workflow bottlenecks and recommended solutions that reduced inquiry handling time by three years.
  • Reduced response time to high-priority customer tickets by 69% through a refined escalation and triage process.
  • Improved team performance analytics through detailed reporting, driving a 46% reduction in process downtime and a 29% increase in operational efficiency.
  • Trained new customer support representatives on framework, boosting team performance by 83% over three years.
  • Developed proactive response procedures for Jira issues, contributing to a 32% reduction in recurring customer complaints over two years.
  • Designed and executed customer loyalty surveys, gathering actionable insights that increased customer retention rates by 25%.
  • Conducted comprehensive root-cause analysis of frequent issues, resulting in revised processes that decreased complaint rates by 61%.
  • Led the successful adoption of category, improving support ticket closure rates by 29% in one year.
  • Developed strategy to address client onboarding concerns, leading to a smoother transition for 10 new accounts and reducing churn.
  • Streamlined support ticket management through the integration of metric, reducing backlog by 84% and improving response times.

Affiliations

  • American Society for Quality (ASQ) - Customer Service Division
  • Certified Support Manager (CSM) Credential through HDI
  • CRM Technology and Solutions Network
  • Society of Workforce Planning Professionals (SWPP)
  • Customer Support Operations Network (CSON)
  • Institute of Customer Service (ICS)
  • American Marketing Association
  • Society of Women Engineers
  • Project Management Institute (PMI) - Customer Service Special Interest Group
  • Society of Human Resource Management

Certifications

  • Advanced Certified Scrum Product Owner (A-CSPO)
  • Help Desk Support Certification - SAP
  • Certified Customer Service Professional (CCSP) - Harbor & Co.
  • Certified Customer Success Professional (CCSP) - Brightline
  • Zendesk Support Administrator Certification
  • CompTIA A+ Certification
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Multichannel Support Specialist - Asana
  • Accredited Customer Experience (ACX) Professional - Ironclad Systems

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