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Skills

  • Cross-selling and upselling strategies
  • Account management
  • Empathy-driven customer support
  • Data entry
  • Service standard compliance
  • Key stakeholder relationship building
  • Retail materials management
  • Data-driven decision making
  • Conflict resolution and de-escalation techniques
  • Training development aptitude

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Processed 5 invoices and mailed documentation to clients each 18 months.
  • Ensure that customers and internal departments are properly communicated with.
  • Increased the team's revenue by over $8 in sales.
  • Handled over 10 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Hardworking Member Service Counselor with 7 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Bring extensive high-call volume experience working with method consumers spanning 12 years.
  • Member Service Counselor proactive with experience in providing support and resolving customer complaints.
  • Committed to providing world-class customer service while remaining professional.
  • Clear understanding of cross-functional collaboration and budget management as well as strategic planning training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Fluent in French. Personable and professional communicator.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.

Accomplishments

  • Developed standardized scripts for common member interactions, improving overall call handling by 30% in three years.
  • Trained and mentored 6 new hires, enhancing departmental productivity by 59% within 18 months.
  • Conducted in-depth tracking of member usage and trends for data-driven insights, resulting in the implementation of 10 successful initiatives.
  • Collaborated with team of 12 in the development of system.
  • Analyzed member feedback to identify trends, which resulted in proactive changes to policies and procedures.
  • Created detailed step-by-step guides for members, reducing escalations by 46%.
  • Documented and resolved system which led to method.
  • Resolved sensitive member financial inquiries within several months, maintaining a 36% satisfaction rate with no breaches in data privacy.
  • Proposed updates to training manuals based on member feedback, leading to improved team knowledge and better service delivery.
  • Handled escalated inquiries, resolving 70% within two years without further escalation.

Affiliations

  • Institute of Customer Service (ICS)
  • American Society of Safety Professionals
  • International Customer Management Institute (ICMI)
  • Customer Service Group (CSG) - Retention and Loyalty Innovation Network
  • Healthcare Financial Management Association (HFMA)
  • Insurance and Financial Communicators Association (IFCA)
  • National Association of Customer Service Professionals (NACSP)
  • American Society for Quality (ASQ) - Customer Service and Call Management Division
  • Society for Human Resource Management (SHRM) - Member Services and Employee Benefits Group
  • Association of Support Professionals (ASP)

Certifications

  • Project Management Professional (PMP)
  • Client Service & Delivery Professional Certification – Vantage
  • SHRM Certified Professional (SHRM-CP)
  • Professional in Human Resources (PHR) - Ironclad Systems
  • CompTIA Security+
  • Customer Success Management Professional Certification – Meridian
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in Customer Service Leadership (CCSL) – Beacon Labs
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Call Center Manager (CCCM) - Harbor & Co.

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