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Skills

  • Complaint resolution
  • Report preparation
  • Retail materials management
  • Customer Sentiment Analysis
  • Customer relationship management (CRM) proficiency
  • Medical terminology knowledge
  • Staff education and training
  • Data-driven decision making
  • Key holder experience
  • Account management

Work Experiences

  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Contributed to $3 in annual store sales per several months.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Increased the team's revenue by over $15 in sales.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Kept the procedure and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Acquired 16 new customers, resulting in 17% revenue for the team.

Summaries

  • Digital Customer Service Associate with 16 years of successful workflow optimization and vendor management experience.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Hardworking Digital Customer Service Associate with 18 years of telecommuting experience meeting customer needs.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Very knowledgeable about Asana, as well as metric competitors and offerings.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • With extensive knowledge of process improvement and proven multitasking abilities, I am well-versed in project and time management.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Utilized CRM tools to handle over 9 customer inquiries per week, achieving a 39% increase in closing support tickets faster than the target deadline.
  • Reduced customer inquiry errors by 46% by creating an extensive internal knowledge base for common issues and FAQs.
  • Consistently maintained a 81% CSAT (Customer Satisfaction Score) by providing swift, personalized support on both live chat and email platforms.
  • Identified customer pain points using customer journey mapping, reducing repeat contact inquiries by 82%.
  • Reduced the average hold time for customers by 17 minutes through multi-channel agent allocation and workflow optimization.
  • Enabled faster communication of bugs to product teams, reducing critical bug resolution time by 39% by automating ticket generation.
  • Collaborated with team of 13 in the development of framework.
  • Utilized data-driven decision-making methods from customer service reports to reduce complaint tickets by 51% in framework.
  • Implemented multilanguage support, successfully handling inquiries in 4 languages and improving international customer retention by 33%.
  • Analyzed and reported weekly customer feedback metrics to product development teams, leading to 33% reduction in reported technical issues.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Artificial Intelligence in Customer Service Institute
  • Project Management Institute
  • International Customer Service Association (ICSA)
  • Freemason
  • Digital Customer Service Leaders Forum
  • Lions Club
  • Association for Computing Machinery
  • Institute of Certified Professional Managers (ICPM)
  • Toastmasters

Certifications

  • Certified Associate in Project Management (CAPM) - PMI - 2016
  • Certified Scrum Master (CSM) program 2016
  • Advanced Customer Service Training Certification - Ironclad Systems, 2023
  • Certified Automation in Customer Support Services - 2017
  • Salesforce Certified Service Cloud Consultant - 2021
  • Communication and Customer Relations Certification - 2015
  • Six Sigma Yellow Belt Certification - 2018
  • ISTQB Foundation Level Certification in Software Testing - 2019
  • ServSafe
  • First Aid/CPR Certified

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