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Skills

  • Inventory control
  • Direct sales
  • Schedule mastery
  • Clerical support
  • Contract development
  • Business development understanding
  • System implementation
  • Product organization
  • Escalation management
  • Conflict mediation

Work Experiences

  • Conducted customer interviews for standard issues and provided feedback to the management team.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Ranked as the most effective in streamlined out of 14 representatives.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Provided ServiceNow consultations to customers, addressing standard concerns.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and method data.
  • Answered 2 daily phone calls in order to efficiently resolve initiative customer issues.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.

Summaries

  • Dedicated Service Coordinator with over 7 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Dedicated Service Coordinator with 15 years of system customer service experience.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Dedicated to customer satisfaction and loyalty.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Capable Dedicated Service Coordinator who understands how to manage process routes while providing excellent customer service.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.

Accomplishments

  • Led the implementation of a revamped support ticketing system, reducing case resolution time by 83% within 18 months.
  • Refined service request prioritization criteria, enhancing SLA adherence by 20% and ensuring critical issues were addressed within 7 hours.
  • Automated routine support tasks through the deployment of Tableau, resulting in a 27% reduction in manual ticket processing.
  • Worked with clients to identify service pain points and proposed solutions that led to a 68%-point increase in the Net Promoter Score (NPS).
  • Collaborated with cross-functional teams to enhance client onboarding processes, cutting onboarding time from 5 days to 4 days.
  • Created a new escalation process that prevented service delays, reducing backlog cases by 17% over a period of 16 months.
  • Spearheaded the integration of detailed service ticket reports into client success meetings, which resulted in more informed discussions and 32% fewer escalations.
  • Collaborated with technical and support teams to introduce a tiered support model, improving case categorization and reducing ticket backlog by 38%.
  • Re-engineered client communications, improving first response times by 39% and decreasing the resolution cycle to under 18 days.
  • Led the restructuring of end-client training programs, which improved product usage efficiency and contributed to a 56% decrease in support needs.

Affiliations

  • Active volunteer with the Customer Experience Professionals Association (CXPA), gaining hands-on experience with feedback analysis.
  • Participant in yearly National Conference for Service Coordinators and Managers, exploring avenues for better resource forecasting and management techniques.
  • Member of the National Customer Service Association, contributing to the enhancement of best practices in customer-focused service.
  • Contributing writer for the Service Managers’ Quarterly Newsletter, sharing best practices in customer issue resolution and timely task execution.
  • Member of the Society for Human Resource Management (SHRM), focusing on team leadership and staff training initiatives in service environments.
  • Presented at annual Customer Service Summit, sharing insights on minimizing task duplication and increasing department efficiency.
  • Certified Feedback Analyst recognized by the Customer Service Institute for exceptional work in survey design and feedback interpretation.
  • Completed certifications through the Institute of Customer Service that directly enhanced team training and complaint reduction strategies.
  • Chair of the Cross-Departmental Efficiency Group at Brightline, developing collaborative initiatives to enhance operational effectiveness.
  • Completed Customer Journey Design certification through the Interaction Design Foundation, aligning service activities with customer expectations.

Certifications

  • Business Relationship Management Professional (BRMP) - Vantage
  • Certified Professional in Supervisory Management (CPSM) - Meridian
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Data Analyst – CRM/Support Reports - Cedar Works
  • HubSpot CRM Certification - procedure
  • Certified in Customer Experience (CCXP) - Cedar Works
  • ServiceNow Certified System Administrator - Adobe Creative Suite
  • SHRM Certified Professional (SHRM-CP)
  • Association for Project Management (APM)
  • Certified Service Center Coordinator (CSCC) - process

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