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Skills

  • Training development aptitude
  • Call center operations
  • Receiving support
  • First-Contact Resolution (FCR)
  • Adaptability in dynamic environments
  • Account management
  • Call handling error reduction
  • Stocking and replenishing
  • Staff education and training
  • Action plan development

Work Experiences

  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Collaborated with vendors to plan more than 5 daily pickups and weekly deliveries.
  • Handled over 18 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Processed 14 invoices and mailed documentation to clients each 6 months.
  • Taught new employees about the company's operations, policies, and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Lead Service Agent proactive with experience in providing support and resolving customer complaints.
  • Lead Service Agent with 18 years of successful workflow optimization and data analysis experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Lead Service Agent is a multi-talented Lead Service Agent who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.

Accomplishments

  • Suggested and piloted a new remote support option during crises, leading to a 85% decrease in unresolved escalations.
  • Introduced new performance metrics that identified bottlenecks in service delivery, leading to a 67% improvement in ticket handling times.
  • Regularly achieved 82% over target service benchmarks for 10 consecutive months, contributing to team-wide accomplishments.
  • Effectively handled 11 high-profile accounts, delivering consistent performance and meeting SLAs 64% of the time.
  • Aligned service agent KPIs with company goals, achieving over 38% adherence to SLA targets consistently across one year.
  • Introduced team-level recognition programs, reducing turnover by 15% and boosting overall employee engagement.
  • Collaborated with team of 18 in the development of category.
  • Developed customer feedback loop processes that enhanced overall service satisfaction scores by 42% within 2018.
  • Managed escalated service issues for Miscellaneous clients, ensuring a service-level agreement (SLA) success rate of 84%.
  • Coordinated bi-weekly team briefings to resolve ongoing service issues, resulting in a 67% reduction in customer complaints.

Affiliations

  • International Institute of Customer Service (IICS)
  • International Association for Contract and Commercial Management (IACCM)
  • Worldwide Customer Care Association (WCCA)
  • Consumer Reports Customer Experience Advocacy Group
  • Society for Service Excellence (SSE)
  • American Society of Safety Professionals
  • American Marketing Association
  • International Council of Nurses
  • American Management Association (AMA)
  • Society of Women Engineers

Certifications

  • Advanced Certified ScrumMaster (A-CSM) by Scrum Alliance
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Service Professional (CCSP) by Harbor & Co.
  • ITIL Foundation Certification in IT Service Management
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Journey Mapping Expert by Lakeside Partners
  • Certified Problem and Incident Manager (CPIM) by Lakeside Partners
  • NICE inContact CXone Certified Call Center Specialist
  • HubSpot Certification in Client Success Management
  • Certified Public Accountant

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