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Skills

  • Advanced problem-solving skills
  • Business development understanding
  • Direct sales
  • Customer Behavior Analysis
  • Report creation
  • Employee performance evaluations
  • Clerical support
  • Escalation management
  • Call center experience
  • Transportation solution development

Work Experiences

  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Updated the program system with order details, customer information, preferences, and billing details.
  • Consistently outperformed my daily credit card application goals.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Helped customers with their questions and concerns, which resulted in a 14% reduction in complaint calls.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Took 5+ inbound calls per day and directed them to the appropriate people or departments.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.

Summaries

  • Dedicated to customer satisfaction and loyalty.
  • Effective Lead Contact Representative with 7 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer satisfaction has been proven to rise in the past.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Excel in Microsoft Excel offerings, Workday use, and process improvement.
  • Motivated to keep customers happy and contribute to the company's success.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Customer service professional who is used to working in a fast-paced process call center environment.
  • Lead Contact Representative who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Asana expert who excels at meeting and exceeding sales targets.

Accomplishments

  • Redesigned the internal knowledge base, making it more user-friendly and reducing the number of inbound support calls by 26% within 6 months
  • Partnered with human resources to design a feedback loop for support team performance, resulting in 21% higher employee engagement scores
  • Implemented a real-time performance dashboard using Tableau, improving the visibility of customer interactions and contributing to a 46% improvement in service level agreements (SLAs)
  • Awarded CPA in Contact Center Management, which helped implement a client-first strategy, boosting year-end customer satisfaction score by 63%
  • Led a client satisfaction project across 16 departments, resulting in an operational efficiency uptick of 78% and a 9% reduction in re-escalated tickets
  • Orchestrated monthly client feedback reviews with senior management, which resulted in improved workflows and a 57% reduction in negative customer feedback
  • Developed and rolled out a comprehensive training program for incoming contact representatives, decreasing onboarding time by 3 days and improving first-contact resolution by 34%
  • Designed a multi-tier customer support system that segmented inquiries based on complexity, reducing response time by 16% for high-impact issues
  • Received Outstanding Service Award for achieving the highest client retention rate at program, maintaining a customer satisfaction rate of 50% over 6 months
  • Improved communication templates for cross-team collaboration, reducing miscommunication errors by 55%

Affiliations

  • Member of the Society for Customer Empowerment and Retention (SCER) since 2017
  • Completed Project Management Professional (PMP) Certification from Summit Group in 2018
  • Delegate at the Future of Workforce Management Expo, 2019
  • Member of the National Customer Service Association (NCSA) method
  • Alumni of the Leadership Development Program at Meridian, 2019-2024
  • Served as a speaker at the Annual Customer Success Conference 2022
  • Recipient of the Team Leadership Excellence Award by Meridian in 2023
  • Recognized by the Regional Contact Center Association (RCCA) for cutting-edge workforce management techniques, 2016
  • Member of the American Management Association (AMA) Focus Group on First Call Resolution Strategies in 2017
  • Participant in the Women in Leadership Program - the Northeast (2016-Present)

Certifications

  • Project Management Professional (PMP)
  • CRM Software Professional Certification in program - 2018
  • Microsoft Certified Systems Engineer (MCSE)
  • American Academy of Financial Management (AAFM)
  • Advanced Customer Service Skills Certification - Columbus
  • Certified Customer Relations Manager (CCRM) - 2024
  • Certified Salesforce Administrator 2020
  • Certified Kaizen Facilitator - 2022
  • Certified in Contact Center Analytics - Beacon Labs
  • ServSafe

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