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Skills

  • Customer satisfaction focus (16%)
  • Multi-line phone talent
  • Recordkeeping strengths
  • Medical terminology knowledge
  • Customer relationship management
  • Key stakeholder relationship building
  • Retail materials management
  • Training development aptitude
  • Achievement tracking and reporting
  • Case management for escalations

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Kept the program and initiative areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Customer service training processes were implemented and developed by me.
  • Provided ongoing guest service, which included Workday recommendations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Acquired 10 new customers, resulting in 14% revenue for the team.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Bring extensive high-call volume experience working with framework consumers spanning 4 years.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Great Service Representative proactive with experience in providing support and resolving customer complaints.
  • Jira and initiative techniques have been taught to me.
  • Under duress, personable and professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Reduced escalation rates by 38% through effective troubleshooting strategies and on-the-spot support solutions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and prompted solutions that resulted in 22% fewer ticket escalations, allowing the team to focus on high-priority issues.
  • Collaborated with IT teams to integrate new CRM systems, resulting in a 64% improvement in case resolution speed and tracking accuracy.
  • Collaborated with team of 3 in the development of metric.
  • Helped deploy and test new self-service capabilities using Adobe Creative Suite, reducing the number of support tickets for common issues by 55%.
  • Orchestrated customer satisfaction surveys post-interaction, gathering feedback that helped improve service quality by 31%.
  • Piloted programs that introduced AI tools for customer support, resulting in a reduction of inbound support requests by 43%.
  • Trained junior team members on case management tools, reducing average ticket handling time by 72% within their first several months of employment.
  • Successfully handled and resolved an average of 8 cases weekly, maintaining a customer satisfaction rate of 62%.

Affiliations

  • Customer Handling and Communication Skills Certification from metric
  • Call Center Management Association (CCMA)
  • International Association of Service Excellence (IASE)
  • Business Professionals of America (BPA) – Service Representative Track
  • American Society of Safety Professionals
  • International Council of Nurses
  • Society for Human Resource Management (SHRM) – Focus on Employee Training and Mentorship
  • American Society for Quality (ASQ) – Service Quality Division
  • Rotary International
  • Toastmasters International – Leadership and Communication Skills

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Contact Center Auditor (CCCA) - Vantage
  • Customer Service Excellence Certification Beacon Labs
  • KPI Mastery for Customer Service Professionals Certification - Meridian
  • Certified Fraud Examiner (CFE) - Ironclad Systems
  • CRM Analytics Professional Certification - Jira
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • Service Cloud Consultant Certification - Ironclad Systems
  • Certified Customer Experience Professional (CCXP) - Lakeside Partners

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