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Skills

  • Training development aptitude
  • Strong verbal communication
  • Data Management
  • Public speaking
  • Hydraulic pumps
  • Clerical support
  • Complaint resolution
  • Extremely organized
  • Key holder experience
  • Equipment fine-tuning

Work Experiences

  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Kept the initiative and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Double-checked the data's accuracy and integrity.
  • Kept up to date on product and service changes.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Knowledgable in a variety of design and testing methodologies.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Very knowledgeable about ServiceNow, as well as standard competitors and offerings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Strengths in budget management and strategic planning backed up by Miscellaneous training.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Motivated Escalation Specialist with experience managing large-scale projects, including budgeting and administration.
  • Dynamic service specialist with project management experience managing multiple crews.
  • QuickBooks expert with experience in data analysis services.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Developed and implemented retention strategies that lowered client churn by 18% for high-risk accounts in 2018.
  • Collaborated with a cross-functional team to resolve 10 escalated customer complaints, improving overall response time by 60%.
  • Worked closely with stakeholders to prevent 14% of escalations from reaching critical status within 6 months.
  • Enhanced case resolution workflow by collaborating with product teams to develop automation processes using Power BI, reducing case handling time by 61%.
  • Developed a comprehensive training program for handling sensitive escalations, improving team productivity by 60%.
  • Collaborated with the legal department to ensure escalations remained compliant with category, averting potential legal disputes.
  • Escalated issues to appropriate leadership where necessary, reducing escalation resolution time by 6 days.
  • Improved case handling efficiency using advanced filtering in metric, reducing escalation backlog by 70% in two years.
  • Resolved complex customer escalations under pressure, consistently achieving 39% quality rating in client feedback surveys.
  • Successfully brokered resolutions for at-risk accounts, saving over $17 in potential revenue loss within two years.

Affiliations

  • Service Quality Management Institute (SQMI) Accredited Associate
  • National Association of Social Workers
  • Freemason
  • American Marketing Association
  • Lions Club
  • Customer Operations Performance Center (COPC) Certified Professional
  • Society of Women Engineers
  • International Mediation Institute (IMI) Certified Mediator Affiliate
  • Jaycees
  • Society for Human Resource Management (SHRM) Affiliate

Certifications

  • Certified Public Accountant
  • Certified Customer Service Advocate (CCSA) - method
  • Certified Protection Officer (CPO)
  • Certified Service Desk Manager (CSDM) - procedure
  • Advanced Call Center Management Certification - standard
  • Certified Customer Experience Professional (CCXP) – 2018
  • Professional in Customer Service (PCS) - process
  • Certified Escalation Manager - metric
  • Service Level Agreement (SLA) Management Certification - metric
  • Certified Complaint Handling Specialist - program

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