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Skills

  • Fleet dispatching
  • In-store support
  • Business development understanding
  • Technologically savvy
  • Inventory control
  • Contract development
  • Call center technology utilization (e.g., IVR systems)
  • Customer service
  • Conflict mediation
  • Direct sales

Work Experiences

  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Shared detailed information about Microsoft Excel options to assist customers in making decisions.
  • Exceeded three years service goals using customer service, sales, and employee management best practices.
  • Collaborated with managers to create service improvement plans.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and process data.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.

Summaries

  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Well-versed in Workday solutions and a strong communicator.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • System regulations and procedures are second nature to me.
  • Customer satisfaction has been proven to rise in the past.
  • Mentoring and coaching skills in a dynamic professional.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.

Accomplishments

  • Spearheaded the redesign of the response templates, improving response accuracy and reducing average handle time by 12 minutes per interaction
  • 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%
  • Orchestrated monthly client feedback reviews with senior management, which resulted in improved workflows and a 57% reduction in negative customer feedback
  • Devised a new onboarding curriculum aligned with operational key performance indicators, reducing customer wait times by 16% during peak seasons
  • Collaborated with the IT department to create and maintain an issue tracking system, cutting down ticket resolution by 4% over two years
  • Led a company-wide transition to an omnichannel customer service platform, which increased overall efficiency by 39% within three years
  • Directed a project to integrate CRM and helpdesk tool platforms, which decreased manual data entry by 12% and improved customer data accuracy
  • Partnered with human resources to design a feedback loop for support team performance, resulting in 21% higher employee engagement scores
  • Received Outstanding Service Award for achieving the highest client retention rate at program, maintaining a customer satisfaction rate of 50% over 6 months
  • Awarded CPA in Contact Center Management, which helped implement a client-first strategy, boosting year-end customer satisfaction score by 63%

Affiliations

  • Member of the Call Center Association for Leadership Development (CCALD) program
  • Mentor at Harbor & Co. for New Contact Representatives 2024-2017
  • Alumni of the Leadership Development Program at Meridian, 2019-2024
  • Served on the Advisory Board for Customer Retention Techniques at Ironclad Systems, 2021
  • Panelist in the Customer Advocacy and Resolution Strategies Summit, 2018
  • Served as a speaker at the Annual Customer Success Conference 2022
  • Active member of Customer Experience Professionals Association (CXPA) method
  • Participant in Conflict Resolution in Customer Service Roundtable hosted by Vantage, 2017
  • Member of the International Association of Workforce Professionals (IAWP) since 2018
  • Recipient of the Team Leadership Excellence Award by Meridian in 2023

Certifications

  • Apple Certified Associate (ACA)
  • Certified Contact Center Manager (CCCM) - Lakeside Partners
  • Project Management Professional (PMP) – 2015
  • Operational Excellence Certified Professional – Beacon Labs
  • Certified in Contact Center Analytics - Beacon Labs
  • CRM Software Professional Certification in program - 2018
  • Certified Service Desk Team Manager - Cedar Works
  • CompTIA Security+
  • Certified Lean Management Practitioner - Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)

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