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Skills

  • Sales expertise
  • Team leadership and supervision
  • Credit card processing
  • Client complaint reduction strategies
  • Warehousing functions
  • Data entry
  • Cross-departmental initiative execution
  • Stocking and replenishing
  • Multi-line phone talent
  • Medical terminology knowledge

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Used a POS system to itemize and total the purchases of 6 customers.
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • Educated employees on company procedures and services.

Summaries

  • Asana expert with 3 years of experience in related roles.
  • Committed to providing world-class customer service while remaining professional.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Miscellaneous clients.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Member Service Lead is a multi-talented Member Service Lead who is consistently rewarded for planning and operational improvements.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Member Service Lead who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Oversaw service team through the adoption of Salesforce, significantly improving customer handling processes and reducing average handling time by 72% seconds per call.
  • Managed a team of 3 in successfully improving customer interaction quality, earning a President's Club.
  • Collaborated with team of 6 in the development of program.
  • Led a service quality audit which improved team consistency and decreased resolution errors by 29%, enhancing customer satisfaction by 42% points.
  • Enhanced membership engagement by launching a community-driven forum, increasing product feedback submissions by 32% over 18 months.
  • Coordinated with technical teams to integrate a new service software system, improving internal processes and boosting ticket resolution times by 65% seconds.
  • Identified and closed service gaps after a process review, leading to a 40% improvement in team efficiency and customer rating scores.
  • Reduced client escalations by 46% by implementing robust, team-wide conflict management and resolution protocols.
  • Leveraged CRM tools to deliver personalized member follow-ups, increasing member upgrade rates by 72%.
  • Mentored and trained a team of 7 service representatives on conflict resolution and customer interactions, improving response times by 42% during peak periods.

Affiliations

  • Professional Association for Contact Center Executives (PACE)
  • Member Services Professional Association
  • Project Management Institute (PMI)
  • CRM Software Users Group (specify platform: HubSpot)
  • Leading Service Excellence group
  • Customer Success Association
  • National Association of Social Workers
  • Society for Customer Engagement Professionals
  • American Medical Informatics Association
  • Certified Customer Relationship Management Professional (CCRMP)

Certifications

  • Certified Leadership in Feedback Mechanism Development by Lakeside Partners
  • Customer Retention Specialist Certification from Lakeside Partners
  • Customer Experience Leadership Program by Beacon Labs
  • CompTIA Security+
  • Customer Relationship Management (CRM) Certification
  • Certified in Customer Experience Management (CCEM)
  • Certified Product Management Professional (CPMP)
  • Member Loyalty Program Management Certification
  • Professional in Customer Service (PCS) by Beacon Labs
  • CompTIA A+ Technician

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