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Skills

  • Administrative support
  • Conflict resolution and problem-solving
  • Computer proficient
  • Multi-line phone talent
  • Medical terminology knowledge
  • Warehousing functions
  • Professional telephone demeanor
  • Key stakeholder relationship building
  • Billing discrepancy resolution
  • Recordkeeping strengths

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Ensured
  • Effectively controlled the release of proprietary and confidential information for general client lists.
  • Provided emergency aid to hikers who were suffering from heat exhaustion and called for paramedics to transport them to the hospital.
  • Kept meticulous records of what customers wanted and ordered, which helped to boost profits when they returned at a later date.
  • Advised
  • Got better.
  • Completed the work outlined on the repair order with efficiency and accuracy.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Started it.

Summaries

  • Service-driven
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • Innovative
  • Deadline-driven
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Fluent in Mandarin. Personable and professional communicator.
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Ambitious
  • Dependable

Accomplishments

  • Collaborated with the quality assurance team to evaluate 3 customer interactions weekly, reducing service delivery errors by 15% over three years.
  • Collaborated with the compliance department to ensure adherence to standard, preventing potential fines and achieving a compliance success rate of 23%.
  • Resolved 4 complex disputes related to claims processing in compliance with program, thereby reducing legal escalations by 73%.
  • Consistently exceeded monthly customer satisfaction targets, maintaining a 42% satisfaction rate for over 15 consecutive months.
  • Enhanced customer onboarding experience by developing an FAQ system, decreasing call handling times by an average of 31% per interaction.
  • Resolved 13 customer disputes within a record three years, enhancing customer loyalty and increasing overall satisfaction scores by 31%.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Resolved product issue through consumer testing.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Documented and resolved procedure which led to method.

Affiliations

  • Certified Customer Service Manager (CCSM) through the Customer Service Institute (Year)
  • Association for Supply Chain Management (APICS)
  • Call Center Network Group (CCNG)
  • International Business Process Outsourcing Association (IBPO) – Member/Contributor
  • Rotary International
  • Society of Women Engineers
  • International Listening Association (ILA) for Customer Services
  • American Association of Inside Sales Professionals (AA-ISP)
  • National Association of Insurance and Financial Advisors (Joined 2022)
  • National Association of Social Workers

Certifications

  • Continuing Education (CE) in Customer Experience Management
  • Chartered Property Casualty Underwriter (CPCU)
  • Series 6 - Investment Company and Variable Contracts Products Representative License
  • Property and Casualty Essentials Certificate 2017
  • Apple Certified Associate (ACA)
  • Certified Personal Insurance Agent (CPIA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Accredited Adviser in Insurance (AAI)
  • Certified Business Analysis Professional (CBAP) for Insurance
  • Licensed Insurance Agent (Life and Health)

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