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Skills

  • First Aid/CPR
  • Automated workflow implementation
  • Team building
  • Supervision
  • Escalation management
  • Business operations
  • Proactive Outreach
  • Multilingual Support (if applicable)
  • Call handling efficiency
  • Active listening skills

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved an average score of 45%/5.
  • Improved standard access to critical resources like initiative, allowing for more effective standard.
  • Achieved 79% client retention through proactive outreach strategies and personalized service.
  • Taught people how to properly complete project management and vendor management, streamlining processes and improving execution.
  • Demonstrated products and services to initiative groups in order to increase method and category target achievement.
  • Looked for industry trends on social media and through online sources.
  • Achieved sales targets for 2021.
  • Achieved a 78% increase in service speed.
  • Collaborated with marketing teams to upsell and cross-sell SAP, contributing an additional $12 to monthly revenue.

Summaries

  • Consistently drove outstanding issue resolution.
  • Achieved a 54% success rate on first-contact resolutions.
  • Significant financial, leadership, and project management experience gained in the Miscellaneous over a period of 3 years.
  • Achieved this over a the past year.
  • Relationship-builder with strong communication and organizational abilities.
  • Accomplished this in the past three years.
  • Collaborated with internal and remote teams.
  • Instruct category professionals in how to use forward-thinking strategies to improve operations and cut costs.
  • Home Agent with 6 years of successful process improvement and risk assessment experience.
  • Dedicated to assisting each individual in expanding their knowledge and skills in risk assessment in order to achieve dramatic performance and cost control results.

Accomplishments

  • Maintained an average of 20% customer satisfaction in handling inbound calls as measured by post-call surveys.
  • Collaborated with IT and support teams to introduce system enhancements that improved agent performance and reduced average handling time by 47% minutes per call.
  • Played a pivotal role in improving customer satisfaction in the post-purchase phase by resolving billing and usage inquiries, resulting in fewer dissatisfaction reports by 71% in 2015.
  • Created detailed agent training modules, reducing onboarding time by 24% and increasing agent efficiency.
  • Integrated new CRM tools that allowed for more accurate data entry, reducing customer data discrepancies by 25%.
  • Played a key role in mentoring new agents, increasing team proficiency by 45% and reducing error rate in call handling.
  • Contributed to the development of a knowledge base that improved first-contact resolution by 54% and reduced escalations.
  • Drove improvements that resulted in a 19% increase in call center productivity by identifying bottlenecks and optimizing workflows.
  • Leveraged conflict resolution skills to manage customer escalations, reducing escalation rate by 69% over several months.
  • Implemented proactive support strategies on complex software issues, which led to a 70% decrease in repeat customer inquiries.

Affiliations

  • Lions Club
  • Freemason
  • Workforce Management Professionals Group
  • Society for Work-at-Home Professionals
  • Jaycees
  • Society of Human Resource Management
  • Society of Workforce Planning Professionals
  • Association for Computing Machinery
  • Contact Center Association of America (CCAA)
  • eCommerce Professionals Association

Certifications

  • Certified Sales Specialist (HubSpot)
  • Salesforce Certified Administrator
  • Certified Frontline Leadership Course (Harbor & Co.)
  • Certified Support Supervisor (Summit Group)
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Experience Professional (CCXP)
  • Certified Public Accountant
  • Certified Chat Support Specialist - Vantage

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