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Skills

  • Customer behavior analytics
  • Shipping procedures understanding
  • Customer Relationship Management (CRM) Software Proficiency
  • Budget management and cost reduction initiatives
  • Customer engagement models
  • Customer care workflow optimization
  • Case Management Systems Implementation
  • Cross-departmental collaboration
  • Sales expertise
  • Escalation management

Work Experiences

  • Educated employees on company procedures and services.
  • Provided clients with basic technical support for a variety of system company products.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Taught new employees about the company's operations, policies, and services.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.

Summaries

  • With extensive knowledge of vendor management and proven multitasking abilities, I am well-versed in project and time management.
  • Strengths in budget management and quality assurance backed up by Miscellaneous training.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Workday expert with 6 years of experience in related roles.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Costs were consistently reduced while profits were increased.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Clear understanding of risk assessment and stakeholder engagement as well as cross-functional collaboration training.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.

Accomplishments

  • Achieved 31% operational efficiency improvement by restructuring internal workflows and reducing escalated incidents by 7%.
  • Introduced customer journey mapping for all touchpoints, leading to 35% improvement in overall customer experience scores.
  • Designed and introduced a personalized customer feedback loop, improving NPS (Net Promoter Score) by 53% within 6 months months.
  • Developed and scaled a customer advocacy initiative that contributed to a 16% increase in referrals and a 69% year-over-year growth in customer base.
  • Developed a knowledge management system that reduced average resolution time by 14 minutes across all service channels.
  • Collaborated cross-functionally with the product team to enhance Power BI, leading to a 15% increase in both customer satisfaction and product adoption.
  • Implemented a 24/7 customer support framework, successfully decreasing average resolution times from 17 hours to 9 minutes.
  • Resolved product issue through consumer testing.
  • Developed a customer advocacy program that leveraged key client relationships to identify product improvement opportunities, boosting satisfaction by 78%.
  • Executed a retention program that decreased voluntary customer churn by 62%, saving the company upwards of $14 annually.

Affiliations

  • National Association of Social Workers
  • Customer Experience Professionals Association (CXPA)
  • Customer Relationship Management (CRM) User Group
  • Customer Education Management Association
  • Association for Computing Machinery
  • Digital Customer Experience Summit Attendee
  • National Customer Service Association (NCSA)
  • Lions Club
  • Society of Customer Experience Management (CXM)
  • Customer Behavior Analytics Research Group

Certifications

  • Customer Service Manager (CSM) Certification
  • Customer Support Operations Course - method
  • Certified Partner Relationship Manager (CPRM)
  • ITIL Foundation Certification
  • Certified Specialist in AI & Automation for Customer Support 2021
  • Advanced Multi-Channel Support Techniques Certification Columbus
  • Certified Call Center Manager (CCCM)
  • High Impact Customer Care Leadership Program initiative
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+

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