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Skills

  • CRM
  • Conflict mediation techniques
  • Client retention optimization
  • Money handling abilities
  • Customer service management
  • Technical problem resolution
  • Conflict resolution and de-escalation
  • POS systems expert
  • Escalation support strategies
  • Business Communication & Etiquette

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Welcomed, greeted, and assisted customers, generating $14 in 6 months revenue in a high-traffic store.
  • Created and maintained a detailed database to develop promotional sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept up to date on product and service changes.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included Jira recommendations.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Worker with a strong understanding of standard organization and procedure product issues.
  • SAP expert with experience in workflow optimization services.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to metric regulations and initiative department guidelines.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Live Answer Coordinator with 2 years of experience in dealing with customer requests and concerns.
  • Clear understanding of stakeholder engagement and risk assessment as well as performance reporting training.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.

Accomplishments

  • Coordinated a team of 8, improving average handle time by 36% and achieved compliance with all service level agreements (SLAs).
  • Developed quality benchmarks for live call interactions, elevating customer satisfaction scores by 83%.
  • Initiated quarterly training programs which reduced customer escalations by 33% within 6 months.
  • Optimized scheduling and workforce management, reducing hold times by 66% during high call volume periods.
  • Facilitated live product demos through HubSpot, achieving a 53% adoption rate among new clients.
  • Oversaw team handling 16 inbound calls daily, achieving a 80% resolution rate on initial contact.
  • Generated weekly performance reports using HubSpot, facilitating a 41% increase in team metrics visibility and insight-driven interventions.
  • Led cross-team collaboration with sales and technical support, minimizing escalated technical queries by 52% within procedure.
  • Utilized Jira to track team performance KPIs, demonstrating a 5-point increase in service quality across the board.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Jaycees
  • Participated in the Customer Journey Mapping Academy by the Interaction Design Foundation (IDF), focusing on optimizing live chat for seamless customer experiences.
  • Active involvement in CX Network's online community discussions, continuously learning about emerging strategies for reducing manual response times.
  • Collaborate with peers through the Customer Service Excellence Network (CSEN), specializing in optimization of live customer touchpoints and enhanced feedback mechanisms.
  • Project Management Institute
  • National Association of Social Workers
  • American Marketing Association
  • Involvement with the Global Contact Center Alliance (GCCA), attending workshops aimed at streamlining services and reducing resolution times in live chat and voice queues.
  • American Society of Safety Professionals
  • Society of Human Resource Management

Certifications

  • Certified Public Accountant
  • First Aid/CPR Certified
  • Certified Remote Support Professional (CRSP)
  • Customer Interaction Management Certification by Vantage
  • Zendesk Certified Administrator
  • Soft Skills Training for Customer Service Certification
  • Customer Retention Specialist Certification (CRSC) by Meridian
  • Certified Professional Sales Person (CPSP)
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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