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Skills

  • Agent ramp time improvement
  • Weekly team performance audits
  • Conflict resolution and de-escalation strategies
  • Upselling techniques and revenue improvement
  • Internal Audit Coordination
  • Timely resolution of vendor-related issues
  • Real-time issue troubleshooting
  • Sales strategy development for Asana
  • Vendor management and communication
  • Customer complaint escalation management

Work Experiences

  • Communicated effectively with technical teams.
  • Assisted in driving key decision-making strategies.
  • Achieved a 36% resolution success rate.
  • Converted negative interactions into positive feedback.
  • Achieved a customer satisfaction score of 45%.
  • Cured 6 new guides.
  • Delivered real-time support.
  • Achieved results within two years.
  • Provide detailed information and a call scenario to operations and sales agents for any new campaign.
  • Created tailored training sessions that incorporated real customer case studies, leading to a 24% improvement in course participant performance.

Summaries

  • Achieved 62% improvement in customer satisfaction metrics.
  • Achieved a revenue increase of $13 over the past year.
  • Contributed to internal audits.
  • Achieved a 38% reduction in call resolution times.
  • Analyzed trends to refine team processes.
  • Achieved 81% improvement in satisfaction rates.
  • Achieved a 79% improvement in customer retention rates.
  • Confident and articulate Focus Team Agent skilled in developing strategies to resolve escalated issues and minimize churn, leading to a 20% improvement in customer retention rates. Dedicated to maintaining long-term customer relationships.
  • Confident and articulate Focus Team Agent.
  • Consistently meets and exceeds KPIs.

Accomplishments

  • Regularly sustained call volumes of 15 customer inquiries per day, ensuring all queries were handled promptly while maintaining a 17% customer satisfaction rating.
  • Assisted in the operational integration of new CRM tools, which led to an improvement in data tracking accuracy by 77% and reduced customer call handling time by 11 seconds.
  • Contributed to the adoption of best practices for managing high-risk customer escalation scenarios, leading to a reduction in escalations by 85% over 6 months.
  • Led a cross-departmental initiative to streamline the focus team escalation process, lowering unnecessary escalations by 31%.
  • Drafted and audited weekly performance reports for the focus team, identifying key performance gaps and implementing corrective actions, resulting in a 48% increase in customer satisfaction.
  • Revamped the agent scorecard system to better align with company goals and agent development, resulting in a 17% increase in customer satisfaction scores.
  • Consistently maintained a 33% or higher first-contact resolution rate, significantly reducing call escalations to Tier 2 or management level.
  • Designed an incentive system based on key performance metrics that successfully motivated agents, leading to a team-wide productivity increase of 63%.
  • Developed real-time support resources for agents, significantly improving live troubleshooting capabilities and cutting the average response time by 48%.
  • Collaborated with cross-functional teams to streamline the complaints handling process, improving customer retention by 70%.

Affiliations

  • Graduate, 2016 Vendor Management Certification from metric
  • Participant in Change Management Workshop, led by initiative, 2019
  • Certified in Escalation Management, framework
  • Member, Escalation Professionals Network
  • Enrolled in Ongoing Process Improvement Course, program, 2020
  • Member, Society for Human Resource Management (SHRM)
  • Graduate, 2019 Customer Satisfaction Training Program, hosted by Vantage
  • Certified, First Contact Resolution Techniques, system, 2017
  • Team Lead Program Participant, Internal Leadership Development Program at Lakeside Partners
  • Certified, Knowledge Management Professional by Meridian

Certifications

  • ITIL Foundation Certification - process
  • Help Desk Customer Service Specialist Certification – standard, 2022
  • Certified Ticketing System Professional – process, 2020
  • Team Performance Management Certificate – standard
  • Agile Customer Support Certification – framework, 2021
  • Certified Support Services Professional (CSSP) – framework
  • IT Service Management Certification (ITSM) – Power BI, 2016
  • Customer Service Excellence Certification – 2024 – Harbor & Co.
  • Service Delivery and Escalation Management Certificate – category, 2021
  • Customer Complaint Resolution Professional (CCRP) Certification – Lakeside Partners

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