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Skills

  • Relationship development
  • Supervision
  • Continuous process improvement
  • Multitasking in a dynamic environment
  • Client satisfaction and retention strategies
  • Customer service
  • Excellent verbal and written communication
  • Conflict resolution techniques
  • Proactive Customer Issue Resolution
  • Customer Escalation Management

Work Experiences

  • Achieved a 53% reduction in recurring ticket issues.
  • Helped customers by answering their questions and completing their requests.
  • Aligned customer solutions with product capabilities.
  • Increased the team's revenue by over $5 in sales.
  • Collaborated with cross-functional teams.
  • Achieved this over the span of 2017.
  • Talked to customers about HubSpot, outlined restrictions, and educated them on policies.
  • Achieved a 42% improvement in overall client satisfaction.
  • Awarded ‘Employee of the Year’ for increasing upsells.
  • Achieved a 51% customer retention rate.

Summaries

  • Advanced in leveraging customer relationships to support marketing promotions, contributing to a 35% increase in year-over-year retention rates.
  • Contributed to a 73% boost in customer retention.
  • Consistently surpassed upsell targets.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Professional in retail sales with experience in product placement and merchandising.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Contributed to a 43% increase in year-over-year retention rates.
  • Consistently praised for maintaining composure in high-stress conditions.
  • Achieved 22% faster onboarding.
  • Achieved 52% first-call resolution rates.

Accomplishments

  • Enhanced shift coverage by creating a dynamic staffing model for 9 team members, resulting in 72% fewer absenteeism issues.
  • Received Outstanding Service Award for maintaining superior customer satisfaction results as part of a team that exceeded expected performance targets by 52%.
  • Facilitated daily performance briefings for 11 frontline specialists to ensure alignment with service level targets.
  • Resolved 3 daily customer complaints regarding Power BI, consistently achieving a 24% satisfaction rate.
  • Reduced average handling time (AHT) on support tickets by 19% through the implementation of standardized response templates.
  • Tracked and reported team performance KPI metrics weekly, highlighting areas of excellence and those requiring development, contributing to 43% improved results.
  • Increased customer loyalty by 65% through personalized follow-up procedures for unresolved issues.
  • Handled an escalated customer situation that resulted in saving a high-value client contract worth $ category by providing a solution within method.
  • Customized support responses based on customer feedback trends, reducing the number of repeated follow-ups by 20% over 10 months.
  • Developed and led a customer service refresher workshop, attended by 6 specialists, contributing to a 61% decrease in escalations.

Affiliations

  • Society of Customer Relations Professionals (SCRP)
  • International Customer Service Association (ICSA)
  • Jaycees
  • Toastmasters
  • Technical Support Services Institute (TSSI)
  • American Medical Informatics Association
  • Inbound Marketing Association (IMA)
  • National Association of Social Workers
  • Lions Club
  • Customer Operations Performance Center (COPC)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Zendesk Support Administrator Certification
  • Certified Public Accountant (CPA)
  • CompTIA Security+
  • Professional Scrum Master™ I (PSM I)
  • Certified Call Center Manager (CCCM)
  • CompTIA Network+
  • HDI Knowledge-Centered Support Certification (KCS)
  • Cisco Certified Internetwork Expert (CCIE)
  • Salesforce Service Cloud Consultant Certification

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