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Skills

  • Customer service
  • Hardware Configuration
  • Hardware diagnosis
  • Adobe Creative Suite expert
  • Organization
  • Planning and coordination
  • Process improvement
  • Team management
  • New employee training
  • Troubleshooting proficiency

Work Experiences

  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Achieved this over a 2024-year period.
  • Used SAP, Jira, and Microsoft Excel to implement system security and data assurance software.
  • Achieved 85% satisfaction on large accounts.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.
  • Achieved an average call handle time of 2 seconds.
  • Researched, documented, and escalated support cases to higher levels of support when I was unable to resolve issues using available resources.
  • Assisted with product recalls.
  • Assisted method customers with data connectivity issues, including troubleshooting and hardware rebooting.
  • Achieved real-time solutions for customers in Columbus.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Inbound Call Specialist with cross-functional collaboration and vendor management abilities.
  • Stakeholder engagement and team leadership abilities are exceptional.
  • Team leadership in initiative settings and risk assessment in stakeholder engagement settings.
  • Performance reporting Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Expert in framework with a strong aptitude for coordinated and launched.
  • Assist end-users with technical issues that are more complex.
  • Strong technical skills and experience in vendor management.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Developed step-by-step troubleshooting guides, reducing average outbound follow-up calls by 43%.
  • Achieved an average call handle time of 18 seconds, reducing call abandonment rates by 53% and improving overall team efficiency.
  • Reduced average customer hold time by 69% by improving the operational efficiency of the inbound team.
  • Maintained inbound call tracking logs with 69% data accuracy, ensuring all customer interactions were properly recorded.
  • Successfully upsold QuickBooks to 84% of inbound callers, contributing to an overall revenue increase of $8.
  • Consistently surpassed KPIs such as average call time, first-call resolution, and customer sentiment by implementing personalized communication techniques.
  • Exceeded client retention goals by 17% through personalized follow-up calls and proficient issue resolution.
  • Conducted deep analysis of call trends to identify root cause issues, improving overall resolution times by 39%.
  • Proactively flagged and resolved 7 fraudulent activities on customer accounts, contributing to a 68% reduction in company fraud losses.
  • Maintained CRM entry accuracy of 79% by routinely conducting detailed documentation and data-cleanup during and after customer interactions.

Affiliations

  • Member, Association for Talent Development (ATD), Active in Call Center Training Initiatives, 2024 – Present
  • Active member, Inbound Call Center Professionals Network 2017 – Present
  • Member, National Customer Service Association (NCSA), 2023-Present
  • Member, Association of Support Professionals (ASP) framework
  • Member, American Society of Customer Experience Professionals (ASCXP) 2016 – Present
  • Certified in Post-Call Survey Analysis and Insights Usage, 2024
  • Contributor, Internal Call Center Quality Assurance Committee, Ironclad Systems 2023
  • Certified in Technical Support and Customer Service, Udemy / Coursera 2017
  • Active Affiliate, Online Customer Service Technology User Group, category 2023 – Present
  • Participant, Customer Experience & Engagement Summit, 2015

Certifications

  • Certified Information and Privacy Professional (CIPP/US) by IAPP
  • Certified Help Desk Manager (CHDM) by ThinkHDI
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Phone-based Customer Service Skills: Expert Certification by category
  • Association for Project Management (APM)
  • Certified Information Systems Auditor (CISA)
  • CompTIA A+ Technician
  • Certified Customer Support Specialist (CCSS) by Service Strategies
  • Customer Service Certification by The National Retail Federation (NRF)
  • Certified Customer Service Specialist (CSS) by International Council of Customer Service Organizations (ICCSO)

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