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Skills

  • Multi-line phone talent
  • Cross-functional project leadership experience
  • Retail store support
  • Client satisfaction surveys creation and implementation
  • Behavioral data analysis for churn reduction
  • Route dispatch
  • Professional telephone demeanor
  • Client contract renewals management
  • Credit card processing
  • Key stakeholder relationship building

Work Experiences

  • Kept up to date on product and service changes.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Customer service training processes were implemented and developed by me.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Collaborated with vendors to plan more than 9 daily pickups and weekly deliveries.
  • Processed 9 invoices and mailed documentation to clients each three years.
  • Used a POS system to itemize and total the purchases of 10 customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Kept the framework and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Dedicated to meeting and exceeding framework objectives through effective communication and process abilities.
  • Bring extensive high-call volume experience working with standard consumers spanning 18 years.
  • Power BI expert with 16 years of experience in related roles.
  • Very knowledgeable about ServiceNow, as well as metric competitors and offerings.
  • Motivated to keep customers happy and contribute to the company's success.
  • Member Experience Specialist is a multi-talented Member Experience Specialist who is consistently rewarded for planning and operational improvements.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Clear understanding of risk assessment and vendor management as well as workflow optimization training.

Accomplishments

  • Resolved product issue through consumer testing.
  • Mentored a team of 9 new advisors, improving overall team performance as measured by quality assurance scores by 48%.
  • Worked closely with marketing to improve membership benefits communication, increasing membership signups by 35% in 12 months.
  • Negotiated and resolved payment disputes for framework members, maintaining a 35% first-contact resolution rate.
  • Custom-tailored seasonal offers for VIP members, leading to a 17% increase in premium-tier purchases.
  • Led CRM database clean-up initiatives, improving accuracy of contact information and reducing bounce rates by 73%.
  • Achieved a 78% upsell success rate by leveraging CRM data to deliver personalized membership offers.
  • Implemented automated member support workflows in CRM systems, reducing manual interactions by 20%, and increasing team productivity.
  • Proactively resolved escalated member support tickets, reducing resolution time by 5 hours on average for high-priority cases.
  • Documented and resolved procedure which led to process.

Affiliations

  • American Society of Training and Development (ASTD)
  • Society For Service Design Professionals (SSDP)
  • Society of Human Resource Management
  • International Council of Nurses
  • Project Management Institute (PMI)
  • Institute of Customer Service - Affiliate Member
  • Rotary International
  • Society for Service Performance (SSP)
  • Customer Enablement Professionals Association (CEPA)
  • Service Delivery Professionals Network

Certifications

  • Google Analytics Individual Qualification (GAIQ) - 2022
  • Certified Call Center Manager (CCCM)
  • CompTIA Network+
  • ITIL Foundation Certification - procedure
  • Customer Success Competency Certification (Cedar Works, 2021)
  • Customer Relationship Building Certification (Beacon Labs, 2024)
  • Cisco Certified Network Associate (CCNA)
  • Certified Contact Center Manager (CCCM)
  • Project Management Professional (PMP)
  • Six Sigma Green Belt Certification

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