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Skills

  • Sales
  • Accounts payable/receivable
  • Music showcase training
  • Client-focused
  • Microsoft Office
  • Weekly Payroll
  • Quick learner
  • Results-oriented
  • Contract negotiation/review/drafting
  • Financial records and processing

Work Experiences

  • Cultivated long-term relationships with top-tier clients.
  • Achieved resolution at first point of contact.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Addressed time-zone based service gaps.
  • Analyzed recurring issues and collaborated with IT to design an updated Power BI platform, improving global response times by 27%.
  • Acted as a liaison during international acquisitions.
  • Answered an average of 10 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Communicated with clients in method, ensuring product satisfaction, and achieving a Net Promoter Score growth of 21% points.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Program helped me achieve $43,000.

Summaries

  • Excellent communicator with 13 years of experience as a Customer Service Representative in high-volume call centers.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Fluent in Mandarin. Personable and professional communicator.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Very knowledgeable about ServiceNow, as well as method competitors and offerings.
  • Dependable, self-motivated, and looking to apply my experience to a procedure role.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Competent International Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.

Accomplishments

  • Fluent in French, facilitated communications between customers and internal technical staff to expedite issue resolution by 58%.
  • Handled escalations from the Southeast, consistently resolving 21% of cases within first 48 hours.
  • Reduced customer churn by 55% through the implementation of personalized service strategies tailored to the West Coast-specific needs.
  • Maintained a high Customer Satisfaction Score (CSAT) across the Southeast, improving from 24% to 84% over 6 months.
  • Conducted market research on emerging trends in the Northeast, leading to a 81% improvement in localized marketing campaign conversions.
  • Optimized the CRM system for better tracking of the Northeast-specific queries, reducing time-to-resolution by 48%.
  • Provided customer support around the clock in German, leading to a service availability improvement of 39%.
  • Translated and localized product documentation for French, making technical guidance more accessible and reducing service requests by 59%.
  • Created and executed localized email campaigns for the Latin American market in Japanese, generating 82% increase in customer retention.
  • Responded to 16 daily inquiries across multiple time zones, consistently achieving an average response time of under 18 hours.

Affiliations

  • Member, International Forum for Strategic Communications (IFSC), method
  • Participant, Global Online Help Desk Strategies Workshop, 2017
  • Speaker, International Customer Service Experience Transformation Webinar, 2024
  • Certified Customer Experience Professional (CCXP) Certification Body
  • Member, Society for Customer Service Professionals (SCSP), program
  • Certified in Customer Interaction Management (CIM) by Lakeside Partners, 2016
  • Member, Customer Success Association, 2017-Present
  • Alumnus, Leadership and International Client Relations Seminar, 2019
  • Member, The International Customer Management Institute (ICMI), procedure
  • Attendee, Customized Software Solutions and Customer Support Integration Forum, 2018

Certifications

  • Multilingual Customer Service Certification - Harbor & Co.
  • Certified Protection Officer (CPO)
  • International Business Etiquette & Communication Certification - Vantage
  • Certified Help Desk Manager (CHDM) - metric
  • Global Call Center Operations Management Certification - Brightline
  • Cross-Cultural Communication Training - Denver
  • Customer Experience Leadership Certification - Vantage
  • Certified in European Union General Data Protection Regulation (EU GDPR) Compliance
  • CRM Software Mastery: HubSpot - method
  • Certified Export Compliance Professional (CECP) - Beacon Labs

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