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Skills

  • Complex issue resolution in ServiceNow
  • Warehousing functions
  • Time management and prioritization
  • Recordkeeping strengths
  • First-contact issue resolution
  • Staff education and training
  • Advanced knowledge base development
  • Shipping procedures understanding
  • Handling high-pressure situations
  • Effective issue escalation management

Work Experiences

  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Assisted and cross-trained other customer service managers.
  • Ensure that customers and internal departments are properly communicated with.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Kept the process and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Educated employees on company procedures and services.
  • Was quick to respond to potential customers' questions and requests.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • ServiceNow expert with 9 years of experience in related roles.
  • Motivated to keep customers happy and contribute to the company's success.
  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Fluent in German. Personable and professional communicator.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Clear understanding of performance reporting and project management as well as vendor management training.
  • Within Miscellaneous, senior Front Line Agent and outstanding performer in budget management and strategic planning.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Reduced missed SLAs by introducing real-time monitoring tools, resulting in an overall efficiency increase of 31%.
  • Reduced payment disputes by implementing a more accurate billing review process, resulting in an error reduction rate of 58%.
  • Led a customer satisfaction improvement project that resulted in a 56% increase in positive feedback and reduced average complaint response time by 11 hours.
  • Optimized the service call process resulting in a 50% improvement in issue response times and an increase in overall departmental efficiency.
  • Documented and resolved program which led to framework.
  • Trained and mentored 12 agents in proactive customer issue identification methods, leading to an improvement in first-contact resolutions of 31%.
  • Collaborated with cross-functional teams to streamline customer feedback loops, enhancing response to service issues and improving overall satisfaction ratings by 57% points.
  • Leveraged empathy and active listening skills to consistently achieve a top performance rating in customer issue resolution, maintaining a rating of 79% over a the past year.
  • Coached 11 team members on conflict de-escalation techniques, improving retention of unsatisfied accounts by 45%.
  • Partnered with technical teams to resolve framework, reducing recurring customer complaints by 18% through targeted follow-ups.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • American Association of Customer Service Professionals (AACSP)
  • National Association of Call Centers (NACC)
  • Customer Success Association – 2016 Member
  • Association of Information Technology Professionals
  • National Association of Social Workers
  • Society of Human Resource Management
  • Service Strategies Corporation
  • Rotary International
  • International Federation of Customer Service (IFCS) – Accredited by Six Sigma

Certifications

  • CompTIA Network+
  • Zendesk Support Administrator Certification
  • Call Center Quality Assurance Certification - Vantage
  • Microsoft Office Specialist (MOS) Certification
  • Certified Multi-Channel Support Professional (CMSP) – Vantage
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Advanced Call Center Operations Certification – Cedar Works
  • Certified Internet Phone Support Specialist (CIPSS) – Summit Group
  • Salesforce

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