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Skills

  • Conflict resolution and problem-solving
  • Data-driven decision making
  • Customer empathy and relationship building
  • Stock management
  • Key holder experience
  • International sales support
  • Customer Satisfaction Score (CSAT) Improvement
  • CRM performance optimization
  • Customer onboarding strategy refinement
  • Customer Behavior Trend Analysis

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Ensure that customers and internal departments are properly communicated with.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Collaborated with vendors to plan more than 17 daily pickups and weekly deliveries.
  • Welcomed, greeted, and assisted customers, generating $4 in three years revenue in a high-traffic store.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • Inbound Team Lead who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and standard department guidelines.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Inbound Team Lead with 15 years of successful strategic planning and client relations experience.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • Within Miscellaneous, senior Inbound Team Lead and outstanding performer in strategic planning and budget management.

Accomplishments

  • Restructured escalation workflows to ensure efficient issue routing, resulting in a 63% decrease in unresolved tickets by the end of the quarter.
  • Communicated effectively with leadership on KPI analysis, contributing to a strategic decision that reduced non-conformance incidents by 24%.
  • Achieved 24% improvement in first-call resolution rates by analyzing call center metrics and identifying inefficiencies in scripting and process flows.
  • Analyzed customer feedback reports and collaborated with product teams to address recurring issues, resulting in a 59% decline in negative product-related queries.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with senior leadership to revamp onboarding processes for new hires, resulting in quicker acclimation and 34% increased performance within the first month.
  • Spearheaded initiatives that boosted call accuracy and agent productivity by 32%, contributing to a positive trend in customer feedback.
  • Oversaw performance management and coaching for a team handling 13 inbound calls daily, leading to 35% reduction in repeat calls.
  • Led continuous improvement projects focused on customer experience, resulting in a 42% rise in overall customer retention rates year-over-year.
  • Identified high-value customer issues and escalated them appropriately, resolving 27% of priority incidents within SLA.

Affiliations

  • Rotary International
  • Certified Call Center Professional (CCCP) Program
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • Customer Success Association
  • American Management Association (AMA) - Team Leadership Program
  • Customer Service Excellence Network
  • Inbound & Outbound Contact Center Association
  • The Leadership Institute – Communication in High-Stakes Situations Program
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified in Workforce Optimization - Jira
  • T-Systems Quality Assurance Certification
  • Customer Analytics Certification - HubSpot
  • Certified Operational Excellence Professional (COEP)
  • Six Sigma Green Belt Certified
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Business Analysis Professional (CBAP)
  • Certified BPO Operations Manager - Beacon Labs
  • Certified Public Accountant
  • Certified Project Manager (CAPM – PMI)

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