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Skills

  • Data entry accuracy and minimization of errors
  • Proficiency in Microsoft Office Suite (Adobe Creative Suite, Salesforce)
  • Upselling strategies and sales-driven customer service
  • Effective communication in a fast-paced environment
  • Achieving SLAs consistently within customer interactions
  • First-contact resolution (FCR) optimization
  • Workflow optimization for faster resolution times
  • Time management and prioritizing work under pressure
  • Product knowledge to troubleshoot effectively
  • Data trend monitoring and process improvement suggestions

Work Experiences

  • Collaborated with marketing to optimize customer touchpoints, resulting in a 37% uplift in email engagement rates.
  • Underwrite (rate, accept, decline, and issue new policies and renewals) for all personal lines products.
  • Gather accurate and up-to-date information in order to provide customers with new quotes and policy changes.
  • Achieved a 18% rise in team productivity.
  • Consistently exceeded department objectives.
  • Conducted post-interaction surveys.
  • Achieved a 63% uplift in email engagement rates.
  • Collaborated with marketing to optimize customer touchpoints.
  • Assisted in the creation of a customer feedback loop that led to product improvements and a 80% increase in user retention.
  • Achieved faster response times on technical queries.

Summaries

  • Collaborated with technical teams to resolve complex issues.
  • Decreased escalations.
  • Analytical Junior Customer Service Executive.
  • Achieved results through timely interventions.
  • Analytical Junior Customer Service Executive skilled in identifying trends and improving process documentation. Enhanced FAQ resources, reducing repetitive inquiries and saving the team 43% in support workloads.
  • Detail-oriented Junior Customer Service Executive with a track record of recovering $15 in lost revenue by resolving billing discrepancies. Skilled in CRM software (Workday) and advanced de-escalation techniques.
  • Achieved a Net Promoter Score (NPS) of 7.
  • Achieved a 25% increase in response time.
  • Contributed to a 48% reduction in training time.
  • Delivered personalized support to over 8 clients weekly.

Accomplishments

  • Developed deep expertise in handling customer inquiries related to Adobe Creative Suite, consistently achieving a 39% First Contact Resolution (FCR) rate improvement.
  • Leveraged CRM tools like Power BI to track and follow up on over 7 cases daily, improving team-wide efficiency by 49%.
  • Performed quality audits of 13 calls/emails weekly, ensuring adherence to the company’s service standards and improving customer interaction quality by 43%.
  • Resolved over 2 complex customer issues per day using advanced troubleshooting skills, improving average resolution time by 30%.
  • Co-authored new SOPs for handling technical support queries in collaboration with the product team, cutting repeat queries by 35%.
  • Initiated a cross-training session for customer support colleagues on HubSpot, improving internal knowledge sharing and reducing cross-department collaboration time by 76%.
  • Nominated as ‘Employee of the Month’ 18 times in 2021 for exceptional customer support and high-resolution rates in dealing with escalated cases.
  • Recognized by management for extraordinary efforts in resolving technical and non-technical issues, resulting in 3 5-star reviews from clients.
  • Increased NPS (Net Promoter Score) by 31% in 2016 by providing personalized customer support and follow-up.
  • Achieved a 17% reduction in negative CSAT scores through the implementation of targeted customer follow-up protocols.

Affiliations

  • Joined Toastmasters to improve communication skills relevant to customer support, 2024
  • Active Volunteer, Call Center Management Association (CCMA), 2015
  • Certificate of Completion, Customer Service Operations Bootcamp, SAP, 2021
  • Active Participant, Customer Experience Networking Meetups, Columbus, 2018-Present
  • Recipient, Outstanding Member Award, Global Contact Center Alliance, 2019
  • Member, Society of Workforce Planning Professionals (SWPP), 2020-Present
  • Participated in courses from American Association of Inside Sales Professionals (AA-ISP), 2019
  • Student Member, National Society of Leadership and Success (NSLS), 2023-2016
  • Certified in CRM Systems, Coursera, Jira, 2022
  • Engaged in weekly skill enhancement workshops, Service Leaders Industry Conference, 2024

Certifications

  • Help Desk Support Certification - metric
  • Customer Experience Management Certification – CX University
  • Conflict Resolution in Customer Service Certification - program
  • Leadership in Customer Service - method
  • Certified Call Center Service Representative - standard
  • Customer Service Communication & Etiquette Skills - framework
  • Advanced Customer Service Strategies - procedure
  • Foundations of Call Center Metrics & Operations - method
  • Empathy & Patience in Customer Support - category
  • Fundamentals of Upselling & Cross-Selling - metric

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