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Skills

  • Credit card processing
  • Training development aptitude
  • Hardware evaluation
  • Complaint resolution
  • Medical terminology knowledge
  • Data analysis
  • Report writing
  • Process efficiency improvements
  • Document scanning
  • Professional telephone demeanor

Work Experiences

  • Managed
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer service training processes were implemented and developed by me.
  • Educated employees on company procedures and services.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Invented
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Completed the work outlined on the repair order with efficiency and accuracy.
  • Identified
  • Raised the stakes.

Summaries

  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • Articulate
  • Versatile
  • Dependable
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Fluent in French. Personable and professional communicator.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.

Accomplishments

  • Handled escalations from logistics efficiently, resolving issues with a 21% customer recovery rate.
  • Created a service desk dashboard in Tableau to monitor key metrics in real-time, reducing response times by 53%.
  • Collaborated closely with the quality assurance team to develop performance enhancements, resulting in a 26% improvement in customer feedback scores.
  • Collaborated with cross-functional teams to roll out standard, improving data entry accuracy by 59%.
  • Resolved complex member concerns by leveraging in-depth knowledge of Power BI, increasing member retention by 48%.
  • Managed a high-volume service desk handling 7 inbound inquiries daily while maintaining an 26% service level agreement (SLA).
  • Developed a member engagement strategy that resulted in increased member usage of self-service tools by 15%.
  • Optimized queue management to decrease average hold times by several months, improving member satisfaction ratings.
  • Slashed average handle time by 64% through targeted coaching on multi-tasking and call handling techniques.
  • Successfully transitioned 7 legacy accounts to new services, delivering within a strict 18 months with zero customer attrition.

Affiliations

  • Rotary International
  • Lions Club
  • Toastmasters
  • Women in Communications and Technology (WCT)
  • Call Center Network Group (CCNG)
  • National Customer Service Association (NCSA)
  • American Management Association (AMA)
  • Association for Supply Chain Management (APICS)
  • Customer Insights and Analytics Association (CIAA)
  • Certified Call Center Manager (CCCM) Training Program

Certifications

  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Protection Officer (CPO)
  • Customer Retention Practitioner Certificate by metric
  • Certified Healthcare Access Associate (CHAA) by National Association of Health Access Management (NAHAM)
  • Certified Claims and Underwriting Specialist (CCUS) by metric
  • Apple Certified Associate (ACA)
  • Advanced Communication Skills for Customer Service Professionals by process
  • Google Certified Professional Cloud Architect
  • Certified Associate in Project Management (CAPM) by PMI

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