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Skills

  • Active listening and communication
  • Handling high-volume customer interactions
  • Technical support and troubleshooting
  • Escalation management
  • Remote client support for technical queries
  • Client issue resolution
  • Call efficiency enhancement protocols
  • Customer relationship management (CRM) system proficiency
  • Implementation of Ticketing Systems
  • Process accuracy maintenance

Work Experiences

  • Achieved Employee of the Year for service performance.
  • Work in the Instant Service Center, which is part of the front office team that receives and handles guest complaints and inquiries over the phone.
  • Acted as the main point of contact for high-value clients.
  • Achieved this over 2021 months.
  • Achieved a resolution rate of 57% in the first interaction.
  • Boosted revenue by $6.
  • Collaborated with IT team to upgrade service software.
  • Contributed to $3 in recurring revenue annually.
  • Assisted in the design of process.
  • Acted as the main point of contact for high-value clients, maintaining relationships that contributed to $2 in recurring revenue annually.

Summaries

  • Ambitious Service Center representative skilled in building strong client relationships and leveraging active listening techniques to grow repeat business by 31%. Expertise in training junior staff, resulting in an award-winning 62% increase in team efficiency.
  • Boosted repeat engagements by 63%.
  • Automated routine tasks to reduce service time by 56%.
  • Achieved a 68% satisfaction rate.
  • Contributed to a 63% increase in repeat business.
  • Customer satisfaction-driven professional.
  • Achieved 28% customer satisfaction rates.
  • Achieved a 77% reduction in repeat escalations.
  • Accomplished service mentor with proven success in supervising junior service reps, enhancing team outputs by 23%. Natural ability to upsell, contributing to additional revenue gains of $10 per quarter.
  • Accomplished service mentor.

Accomplishments

  • Created and maintained client success dashboards with real-time metrics, allowing for quicker interventions and boosting team KPIs by 25%
  • Reduced customer onboarding time by 45% through the implementation of an optimized service workflow
  • Successfully managed a portfolio of 8 high-value clients, improving customer retention rate by 15% and driving $12 in revenue
  • Proactively identified training opportunities, improving team performance metrics by 85% through ongoing employee development
  • Managed relationships with key vendors, reducing external support costs by $9 annually through contract negotiations and workflow improvements
  • Decreased average call handling time (AHT) to industry best practice by implementing guided customer solution scripts that improved service efficiency
  • Earned recognition for achieving the highest customer service satisfaction rates of 68% in 2019, exceeding company benchmarks
  • Introduced a dynamic ticketing system that automated several client follow-up processes, reducing service resolution time by 53%
  • Partnered with compliance to refine the script development for service representatives, resulting in a reduction of average handling time (AHT) by 27%
  • Trained service center staff in the use of Jira, improving operational efficiency and reducing average call resolution time by 29%

Affiliations

  • Recipient of Service Excellence Award in 2018, by Harbor & Co.
  • Received Customer Relationship Management (CRM) Certification from Lakeside Partners, 2016
  • Affiliation with Customer Success Association (CSA), 2020 - Present
  • Alumni of Customer Success Leadership Program, Meridian, 2023
  • Graduated from Advanced Customer Escalation Management Training Program, 2018
  • Member, Customer Service Professionals Network (CSPN) – system
  • Professional Membership, American Management Association (AMA), 2018 - Present
  • Active participant in Upselling and Cross-Selling Strategies Webinars hosted by Summit Group, 2020
  • Member, Professional Association for Customer Engagement (PACE)
  • Attended the National Customer Experience Summit, 2022 - Atlanta

Certifications

  • Certified Support Operations Specialist (CSOS) - Cedar Works
  • Certified Support Center Manager (CSCM) - method
  • Customer Relationship Management (CRM) Proficiency Certificate - Jira
  • Customer Success Management Certification - Cedar Works
  • Certified Team Leader for Customer Support - Vantage
  • Help Desk Support Professional Certification - Vantage
  • Salesforce Service Cloud Certification - Brightline
  • Service Desk Manager Certification - SDI (Summit Group)
  • Certified Technical Support Professional (CTSP) Summit Group
  • Certified Customer Service Professional (CCSP) - Ironclad Systems

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