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Skills

  • Key holder experience
  • Account management
  • Warehousing functions
  • Client contract renewals management
  • Recordkeeping strengths
  • Conflict resolution and de-escalation strategies
  • Money handling abilities
  • Professional telephone demeanor
  • Complaint resolution
  • Customer experience journey mapping

Work Experiences

  • Contributed to $14 in annual store sales per one year.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customer service training processes were implemented and developed by me.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • 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.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Committed to providing world-class customer service while remaining professional.
  • ServiceNow and method techniques have been taught to me.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and process department guidelines.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With extensive experience in the category industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Implemented automated member support workflows in CRM systems, reducing manual interactions by 20%, and increasing team productivity.
  • Introduced internal process improvements to streamline interdepartmental escalations, resulting in a smoother member resolution experience.
  • Achieved a 78% upsell success rate by leveraging CRM data to deliver personalized membership offers.
  • Automated repetitive customer service tasks using Power BI, which decreased manual data entry by 70% and improved overall accuracy.
  • Collaborated with team of 9 in the development of category.
  • Proactively resolved escalated member support tickets, reducing resolution time by 5 hours on average for high-priority cases.
  • Designed and led a member feedback initiative, achieving a 40% increase in positive survey responses over 2020.
  • Decreased average handle time (AHT) by 11 minutes by introducing more efficient ticket-routing protocols within the team.
  • Documented and resolved procedure which led to process.
  • Mentored a team of 9 new advisors, improving overall team performance as measured by quality assurance scores by 48%.

Affiliations

  • Society of Customer Service Analytics Professionals (SCSAP)
  • TechServe Alliance Membership
  • Institute of Customer Service - Affiliate Member
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals
  • Certified Call Center Manager (CCCM)
  • Customer Experience Professionals Association (CXPA)
  • National Association of Social Workers
  • Service Delivery Professionals Network
  • Global Association for Outsourcing Professionals (GAOP)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Advanced Customer Experience Certificate, category
  • Salesforce Certified Platform App Builder (framework, 2019)
  • Six Sigma Green Belt Certification
  • Apple Certified Associate (ACA)
  • Customer Success Competency Certification (Cedar Works, 2021)
  • First Aid/CPR Certified
  • ServSafe
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)

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