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Skills

  • Customer relationship management (CRM) system proficiency
  • Customer upgrade sales strategy
  • Daily Operational Oversight
  • Complaint and issue tracking solutions
  • Cross-functional collaboration with marketing and sales
  • Conflict resolution and active listening
  • Key stakeholder relationship building
  • Route dispatch
  • Customer feedback collection and actionability
  • Money handling abilities

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Processed 2 invoices and mailed documentation to clients each 6 months.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to exceeding expectations and leading the team to success.
  • SAP expert with experience in cross-functional collaboration services.
  • Member Service Lead with 11 years of successful client relations and cross-functional collaboration experience.
  • Asana expert with 3 years of experience in related roles.
  • Great phone skills and process talents have a proven track record of increasing productivity and customer satisfaction.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Miscellaneous clients.
  • Dedicated to meeting and exceeding standard objectives through effective communication and framework abilities.
  • Within Miscellaneous, senior Member Service Lead and outstanding performer in client relations and cross-functional collaboration.

Accomplishments

  • Tracked and improved key performance metrics, reducing member response times by 32% over three years.
  • Created an informational knowledge base for the team, reducing query resolution times by 77% after implementation.
  • Consistently exceeded team service quality standards, contributing to a 60% increase in overall NPS (Net Promoter Score) for 2024.
  • Identified and closed service gaps after a process review, leading to a 40% improvement in team efficiency and customer rating scores.
  • Leveraged CRM tools to deliver personalized member follow-ups, increasing member upgrade rates by 72%.
  • Oversaw service team through the adoption of Salesforce, significantly improving customer handling processes and reducing average handling time by 72% seconds per call.
  • Led a member service outreach initiative that engaged 3 inactive accounts, successfully reactivating 40% of them.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Spearheaded a training initiative that equipped the service team with advanced product knowledge, leading to a 38% increase in first-contact resolution rates.
  • Introduced a feedback loop system that elevated member engagement and led to a 47% spike in survey participation.

Affiliations

  • Society for Human Resource Management (SHRM)
  • Professional Association for Contact Center Executives (PACE)
  • Society of Human Resource Management
  • Microsoft Customer Engagement System Professionals Network
  • International Association of Administrative Professionals
  • Customer Focused Network (CFN)
  • Institute of Customer Service (ICS)
  • International Association of Support Services Management (IASSM)
  • Cross Functional Service Delivery Association
  • Toastmasters

Certifications

  • Certified Call Center Manager (CCCM) by Ironclad Systems
  • Train the Trainer – Customer Service Focus Certification
  • CEX-I Customer Experience Professional by Northwind
  • Certified Leadership in Feedback Mechanism Development by Lakeside Partners
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in Customer Experience Management (CCEM)
  • Salesforce
  • Customer Experience Transformation Certification by Harbor & Co.
  • CompTIA Network+
  • Certified Problem Resolution Specialist (CPRS)

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