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Skills

  • Retail store support
  • Complaint resolution
  • CRM
  • Professional telephone demeanor
  • Account management
  • International sales support
  • Warehousing functions
  • Medical terminology knowledge
  • Report preparation
  • Safety regulation compliance

Work Experiences

  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer service training processes were implemented and developed by me.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Very knowledgeable about Asana, as well as program competitors and offerings.
  • Bring extensive high-call volume experience working with program consumers spanning 6 years.
  • Dedicated to exceeding expectations and leading the team to success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Emergency Customer Service Representative proactive with experience in providing support and resolving customer complaints.
  • Committed to providing world-class customer service while remaining professional.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate method systems is one of my specialties.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Consistently exceeded response metrics by resolving 53% of assigned emergency service tickets on first contact.
  • Contributed to the development and testing of customer response scripts, which decreased average resolution time by 79%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Produced daily reports summarizing emergency call resolution, which helped the team identify and reduce bottlenecks by 68%.
  • Collaborated with team of 13 in the development of procedure.
  • Demonstrated rapid decision-making by prioritizing urgent cases, ensuring that critical calls were addressed within 12 minutes on average.
  • Resolved high-priority emergency cases over 13 times per shift, ensuring customer needs were met quickly and effectively.
  • Documented and resolved system which led to standard.
  • Initiated a data tracking system upgrade that enhanced call follow-ups, reducing missed cases by 34%.
  • Created and optimized a standardized call response template, which increased efficiency and reduced escalated cases by 44%.

Affiliations

  • Emergency Operations Center (EOC) Management Training
  • Online certification in Crisis Communication and Leadership
  • State Certification in Public Safety Telecommunications - Austin State
  • Jaycees
  • Project Management Institute
  • International Customer Management Institute (ICMI)
  • American Society of Safety Professionals
  • Freemason
  • Certification in Handling Mass Triage Situations
  • National Institute for Business Continuity Management

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Telephone Crisis Intervention Skills Training (ATCIST)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Emergency Communications Management Certification - Ironclad Systems
  • Certified in Emergency Call Handling (CECH) - Harbor & Co.
  • Customer Service Excellence for Call Centers - Northwind
  • Certified Public Accountant (CPA)
  • First Aid and CPR certification - initiative

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