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Skills

  • International sales support
  • Credit card processing
  • Professional telephone demeanor
  • Customer satisfaction rating improvement
  • Account management
  • Customer loyalty program optimization
  • Change management during CRM transitions
  • Defect tracking and resolution coordination
  • Receiving support
  • CRM system implementation and customization

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Used a POS system to itemize and total the purchases of 7 customers.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Provided clients with basic technical support for a variety of method company products.
  • Processed 4 invoices and mailed documentation to clients each 18 months.
  • Kept the method and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Lead Consumer Relations Representative is a multi-talented Lead Consumer Relations Representative who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Within Miscellaneous, senior Lead Consumer Relations Representative and outstanding performer in performance reporting and quality assurance.
  • Very knowledgeable about Salesforce, as well as procedure competitors and offerings.
  • Microsoft Excel expert with experience in team leadership services.
  • Dedicated to meeting and exceeding program objectives through effective communication and category abilities.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played a key role in handling high-priority customer escalations, achieving a 15% rise in customer retention.
  • Resolved product issue through consumer testing.
  • Collaborated across departments to successfully launch Adobe Creative Suite to market, reducing post-launch customer complaints by 78%.
  • Improved self-service options for customers on the website, lowering contact center call volumes by 59%.
  • Created dashboards and KPIs in ServiceNow to monitor customer service operations, improving team visibility and accountability.
  • Implemented a customer feedback system that drove 70% improvement in first-call resolutions, improving overall customer retention.
  • Spearheaded a department-wide initiative that reduced customer support ticket backlog by 23% over one year.
  • Developed and enforced a standard operating procedure for tracking customer interactions via system, improving reporting accuracy by 56%.
  • Managed a workforce of 3 representatives using framework, optimizing scheduling and reducing overtime expenditures by 15%

Affiliations

  • American Society of Safety Professionals
  • International Resolution Dispute Center (IRDC)
  • National Customer Service Association (NCSA)
  • Innovative Learning & Development Professionals (ILDP)
  • International Society for Performance Improvement (ISPI)
  • Society of Consumer Affairs Professionals in Business (SOCAP)
  • American Management Association (AMA)
  • Global Communication Certification Council (GCCC)
  • The Customer Service Experts Network (CSEN)
  • Toastmasters

Certifications

  • Apple Certified Associate (ACA)
  • Certified MySQL Specialist
  • Certified Customer Success Manager (CCSM) from SuccessCOACHING
  • Cisco Certified Network Associate (CCNA)
  • Advanced Contact Center Management Certification from Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA A+ Technician
  • Salesforce
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+

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