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Skills

  • First Aid/CPR
  • Conflict resolution
  • Proactive Outreach
  • Escalation management
  • B2C customer service
  • Team building
  • Problem resolution
  • Inbound call management
  • MS Office
  • Process optimization

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Saved $18 by putting in place cost-cutting measures that addressed long-standing issues.
  • Demonstrated products and services to initiative groups in order to increase method and category target achievement.
  • Achieved a resolution rate of over 75%.
  • Conducted generic troubleshooting for Workday, with a resolution rate of over 76% for first-contact resolutions.
  • Had an excellent attendance record and was always on time for work.
  • Boosted team engagement by 38%.
  • Achieved customer satisfaction scores above 47% consistently.
  • Collaborated with both internal teams and remote agents to streamline customer service processes, leading to a 49% increase in efficiency.
  • Achieved a 22% reduction in communication failure cases.

Summaries

  • Dedicated to assisting each individual in expanding their knowledge and skills in risk assessment in order to achieve dramatic performance and cost control results.
  • Multifaceted Home Agent with extensive experience in providing advanced training, skilled motivation, and high-energy advocacy to category groups.
  • Maintain up-to-date knowledge of Boston-area resources, programs, and community events in order to better serve everyone.
  • Achieved 27% client retention.
  • Within Miscellaneous, senior Home Agent and outstanding performer in data analysis and quality assurance.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Contributed an additional $17 in revenue.
  • Achieved a 76% boost in customer service efficiency.
  • Relationship-builder with strong communication and organizational abilities.
  • Achieved high customer satisfaction.

Accomplishments

  • Integrated new CRM tools that allowed for more accurate data entry, reducing customer data discrepancies by 25%.
  • Collaborated with team of 11 in the development of process.
  • Implemented conflict-resolution strategies for escalated client issues, resulting in an 71% increase in positive feedback scores.
  • Maintained high standards of client retention by creating targeted retention strategies, reducing churn by 42% over several months.
  • Led the implementation of a new ticketing system for technical troubleshooting, decreasing average response time by 18%.
  • Documented and resolved method which led to framework.
  • Achieved Lean and disseminated that knowledge to the team to enhance overall proficiency in Workday, improving departmental KPIs by 66%.
  • Preemptively solved customer issues through predictive analytics, reducing churn rate by 22% over three years.
  • Reduced call escalation instances by 41% through enhanced training and performance coaching for junior agents.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Workforce Planning Professionals
  • Customer Service Institute of America (CSIA)
  • Association for Supply Chain Management (APICS)
  • Workforce Management Professionals Group
  • Sales Enablement Society
  • Toastmasters
  • Freemason
  • American Society for Quality (ASQ) - Customer Service Division
  • Association for Talent Development (ATD)
  • Service Desk Institute (SDI)

Certifications

  • Inbound Certification – HubSpot Academy
  • Certified Customer Retention Specialist
  • CompTIA Network+
  • Certified Chat Support Specialist - Vantage
  • Certified Business Analysis Professional (CBAP)
  • Salesforce Certified Administrator
  • CRM Platform Specialist Certification (method)
  • Six Sigma Green Belt Certification
  • ITIL Foundation Certification
  • Google IT Support Professional Certificate

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