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Skills

  • System implementation
  • Miscellaneous regulations knowledge
  • Transportation solution development
  • Cross-functional collaboration
  • Direct sales
  • In-store support
  • Office equipment proficiency
  • Project management abilities
  • Quality control
  • Report creation

Work Experiences

  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Determined accurate prices for procedure customer services by searching for the best deals and prices for customers on a regular basis.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Complied with framework regulatory agencies' privacy and security requirements.
  • Assessed customer needs and upsold products and services to increase method sales.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Provided translation services for a 5-person team to meet the needs of French-speaking customers.
  • Shared detailed information about Tableau options to assist customers in making decisions.
  • Increased productivity by providing CSR performance feedback for corrective action.

Summaries

  • Workday expert who excels at meeting and exceeding sales targets.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Well-versed in Miscellaneous best practices and standards.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • International Customer Service Manager with 2 years of program customer service experience.
  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • In a frantic call center environment, well-trained and composed.
  • International Customer Service Manager with 13 years of experience resolving customer complaints and inquiries.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Maintained a 63% monthly customer retention rate by strengthening post-service engagement and support strategies.
  • Collaborated with the product development team to update features based on customer feedback, directly influencing a 22% user adoption increase.
  • Facilitated the successful integration of Power BI to automate routine customer service tasks, cutting operational costs by 49%.
  • Collaborated on the launch of a customer rewards program, which boosted customer retention rates by 41% across Phoenix.
  • Boosted team efficiency by 77% through the prompt resolution of high-priority tickets, utilizing a newly integrated CRM platform.
  • Created a customer survey program to analyze pain points, resulting in a 50% increase in overall service ratings.
  • Oversaw the introduction of new cultural competency frameworks, leading to a 57% increase in customer service quality in Portland.
  • Negotiated Service Level Agreements (SLAs) with Raleigh-based vendors, ensuring 18% adherence to performance guarantees.
  • Trained international teams on cross-cultural communication, resulting in an Innovation Award for excellence in global customer service.
  • Supervised monthly cross-regional training sessions incorporating new customer service technologies, increasing team productivity by 38%.

Affiliations

  • Reviewer, Journal of Service Management Research on Global Customer Satisfaction Practices
  • Senior Member, International Business Process Outsourcing Association (2016)
  • Certification, Medallia Expert Certification in Customer Experience (2020)
  • Panelist, European International Service Leaders Conference (2020)
  • Certification, ITIL Foundation for Service Operation Management (2015)
  • Certification, Six Sigma Yellow Belt for Customer Service (2015)
  • Contributor, Customer Service Technology Trends Whitepaper Series (2018)
  • Member, Customer Success Association (2024)
  • Member, International Customer Service Association (ICSA)
  • Graduate, Global Leadership Development Program (Lakeside Partners, 2020)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Global Leadership Professional (GLP), framework
  • Project Management Professional (PMP)
  • Certified Global Business Professional (CGBP) - NASBITE
  • Certified Client Retention Specialist, Beacon Labs
  • ServSafe
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Preferential Trading Arrangements Certification, 2023, Vantage
  • International Logistics and Transport Certification, initiative

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