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Skills

Change Management
Recordkeeping strengths
Customer engagement models
Customer churn reduction strategies
Stock management
Service standard compliance
Escalation management
Crisis management
Customer care workflow optimization
Sales expertise

Work Experiences

Followed through on all critical inter-departmental escalations to increase customer retention rates.
Taught new employees about the company's operations, policies, and services.
Followed all customer call guidelines, such as service levels, handling time, and productivity.
Quickly investigated and resolved customer complaints and inquiries.
Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
Increased the team's revenue by over $16 in sales.
Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

Director of Customer Care is a multi-talented Director of Customer Care who is consistently rewarded for planning and operational improvements.
Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
Under duress, personable and professional.
Committed to providing world-class customer service while remaining professional.
Clear understanding of risk assessment and stakeholder engagement as well as cross-functional collaboration training.
Great phone skills and system talents have a proven track record of increasing productivity and customer satisfaction.
Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
Director of Customer Care proactive with experience in providing support and resolving customer complaints.
Director of Customer Care with 8 years of successful project management and budget management experience.
Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

Implemented a multi-tier escalation process that resulted in 13% reduction in high-severity cases and improved resolution time by 34%.
Spearheaded the implementation of a new CRM system, which improved customer data insights and reduced handling time by 51% minutes.
Collaborated with team of 5 in the development of procedure.
Established a system for tracking and responding to customer reviews, leading to a 52% increase in positive review scores within the past year.
Designed and introduced a personalized customer feedback loop, improving NPS (Net Promoter Score) by 53% within 6 months months.
Documented and resolved framework which led to program.
Rolled out a self-service portal that deflected 63% of inbound queries, allowing customer service agents to focus on high-priority issues.
Presented monthly performance reviews to senior leadership, using data analytics to showcase 79%-based improvements in service quality and scalability.
Led digital transformation initiatives that resulted in an automated support system, reducing customer ticket response times by 43%.
Developed and executed a customer care strategy that reduced escalations by 64% over one year by implementing targeted training and support resources.

Affiliations

Service Operations Group for Customer Journey Mapping
Conflict Resolution & Mediation - Cross-Organizational Group
Customer Service Executive Roundtable
Institute of Customer Service (ICS)
International Customer Management Institute (ICMI)
Society of Customer Experience Management (CXM)
Corporate Customer Service Association
International Association of Administrative Professionals
Customer Satisfaction Improvement Task Force
Customer Care Alliance

Certifications

Salesforce Service Cloud Consultant Certification
Certified ScrumMaster (CSM)
Microsoft Certified Systems Engineer (MCSE)
Harvard Business Analytics Program method
ITIL Foundation Certification
Certified Customer Success Manager (CCSM)
Zendesk Support Administrator Certification
Certified Public Accountant (CPA)
ServSafe
CompTIA Network+

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