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Skills

  • Data entry
  • Report preparation
  • Conflict resolution and de-escalation
  • Strategic sales knowledge
  • Creative problem solving
  • Retail materials management
  • Interdepartmental communication
  • Customer relations
  • Cash Handling
  • Account management

Work Experiences

  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customer service training processes were implemented and developed by me.
  • Acquired 17 new customers, resulting in 17% revenue for the team.
  • Provided clients with basic technical support for a variety of framework company products.
  • Contributed to $3 in annual store sales per three years.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept the category and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Microsoft Excel and program techniques have been taught to me.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Head Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Customer service specialist with over 14 years of experience resolving account and service issues for Miscellaneous clients.
  • Bring extensive high-call volume experience working with metric consumers spanning 14 years.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Achieved a Employee of the Year in 2021 for outstanding performance in managing multichannel customer support services.
  • Partnered with the development and QA teams to improve Workday performance, cutting down post-support calls by 38%.
  • Led a customer incident task force, successfully resolving 16 major issues with minimal impact on client satisfaction.
  • Spearheaded efforts to improve customer care, delivering a drop in complaint resolution times from standard to initiative.
  • Reduced team absenteeism and increased motivation by implementing a targeted recognition program, boosting productivity by 68%.
  • Monitored and analyzed AHT reports, driving continuous improvements that resulted in a 60% decrease in handling time across the team.
  • Introduced knowledge base resources that shortened onboarding time for new customer service agents by several months.
  • Slashed average handling time (AHT) by 31% using streamlined escalation procedures and customer self-service options, without sacrificing customer satisfaction scores.
  • Introduced KPI dashboards for team tracking, improving overall adherence to service level agreements by 26%.
  • Introduced automated ticketing workflows, cutting customer response time by 33% and improving service accuracy.

Affiliations

  • American Society of Safety Professionals
  • Association of Information Technology Professionals
  • National Association of Social Workers
  • Contact Center Analytics Forum (CCAF)
  • Society of Women Engineers
  • Lions Club
  • Freemason
  • Member, Executive Network for Call and Support Centers (ENCSC)
  • National Association of Call Centers (NACC)
  • Toastmasters

Certifications

  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant
  • Certified Customer Experience Specialist (CCXP) - metric
  • Certified Customer Complaint Management Specialist (CCCMS) - Vantage
  • Advanced Complaint Handling Techniques - Meridian
  • CompTIA A+ Technician
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ
  • Customer Empathy Skills Training Certificate - Meridian
  • Customer Experience Management (CEM) Certification - Lakeside Partners

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