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Skills

  • Customer relationship management (CRM) proficiency
  • Customer Satisfaction Improvement Initiatives
  • Account management
  • Continuous Improvement Methodologies (e.g., Six Sigma)
  • Recordkeeping strengths
  • Training development aptitude
  • Collaborative approach to customer solutions
  • Churn reduction initiatives
  • Credit card processing
  • Key stakeholder relationship building

Work Experiences

  • Reviewed and updated customer account profiles in ServiceNow.
  • Kept track of incoming customer inquiries via phone, fax, and electronic database systems.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Listened to the questions and concerns of customers in order to provide answers or responses.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Executive Customer Representative proactive with experience in providing support and resolving customer complaints.
  • Executive Customer Representative with 2 years of experience consistently improving customer satisfaction by streamlined and improved.
  • Solid team player with an outgoing, upbeat demeanor and a track record of building rapport with clients.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to providing best-in-class service.
  • With extensive experience in the procedure industry, I am a knowledgeable and dedicated customer service professional.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Competent Executive Customer Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer support protocols for Workday are well-understood by a skilled call center representative.
  • Executive Customer Representative with 4 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Built and refined reporting tools in initiative that provided actionable insights into customer behavior and service gaps, improving retention by 31%.
  • Optimized the ticket escalation threshold by automating key steps, reducing backlog by 71% within 6 months.
  • Proposed and implemented changes to the customer service knowledge base, reducing repeat inquiries by 48% over three years.
  • Analyzed and identified inefficiencies in the customer onboarding process, reducing time to operationalization by two years.
  • Assumed lead on high-visibility issue resolution with strategic clients, cutting resolution time by two years and exceeding client SLAs.
  • Orchestrated a cross-departmental task force focused on simplifying the client onboarding experience, reducing account setup time by 50% in 2021.
  • Managed and scaled a customer success team, resulting in improved service touchpoints that elevated overall satisfaction ratings by 16%.
  • Conducted customer journey analysis that led to the creation of a tiered support model, improving trust and reducing complaints by 19%.
  • Directed day-to-day operations for a regional customer support team, achieving 44% increase in SLA adherence across 13 escalations.
  • Introduced training on advanced conflict resolution techniques that elevated customer satisfaction score (CSAT) by 51% in Seattle.

Affiliations

  • Society of Human Resource Management
  • Jaycees
  • American Medical Informatics Association
  • Member of the International Customer Management Institute (ICMI)
  • Graduate of the 2015 Executive Leadership Program (ELP) specific to customer relations
  • Participant in Customer Relationship Management Institute 2024
  • International Council of Nurses
  • Active participant in the Customer Service and Experience Professionals Association (CSXPA)
  • Alumni of Executive Sales and Account Management Program - program
  • American Society of Safety Professionals

Certifications

  • Certified Public Accountant
  • Certified Revenue Cycle Representative (CRCR)
  • Certified Sales Professional (CSP)
  • Certified Negotiation Expert (CNE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+
  • Google Analytics Certification
  • Cisco Certified Network Associate (CCNA)
  • Professional Certified Marketer (PCM) – Customer Experience
  • CompTIA Security+

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