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Skills

  • Stocking and replenishing
  • Training development aptitude
  • Customer journey mapping
  • Professional telephone demeanor
  • Call center workforce management
  • De-escalation training expertise
  • Complaint resolution
  • Stock management
  • Emergency response and crisis communication
  • Time management and prioritization

Work Experiences

  • Provided ongoing guest service, which included Workday recommendations.
  • Ensure that customers and internal departments are properly communicated with.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Contributed to $9 in annual store sales per two years.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
  • In the top 8% of employees for successful improved.

Summaries

  • Dedicated to meeting and exceeding metric objectives through effective communication and framework abilities.
  • Dedicated to exceeding expectations and leading the team to success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Motivated to keep customers happy and contribute to the company's success.
  • With extensive experience in the program industry, I am a knowledgeable and dedicated customer service professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • Competent Member Services Team Lead with a desire to exceed sales targets and establish long-term customer relationships.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

  • Resolved product issue through consumer testing.
  • Led a team of 7 representatives to improve member satisfaction, leading to a 16% reduction in escalations over one year.
  • Planned and executed a multi-phase rollout for new team management software that increased internal efficiency by 38%.
  • Facilitated cross-departmental collaboration to resolve recurring member issues, leading to a 45% improvement in overall service ratings.
  • Collaborated with team of 10 in the development of metric.
  • Instituted proactive communication policies for product updates, reducing member confusion and resulting in a 61% decrease in incoming inquiries.
  • Redesigned the member services response process, which resulted in a 29% decrease in average response time.
  • Monitored and analyzed daily performance metrics to identify and correct bottlenecks, increasing team efficiency by 32%.
  • Led efforts to digitize member records, resulting in $10 in annual savings and a 80% reduction in document processing times.
  • Reduced overall call center operating costs by $5 through optimized workforce planning and the implementation of automated job scheduling.

Affiliations

  • Women in Customer Service Leadership
  • American Society for Quality (ASQ) - Customer Experience Section
  • Help Desk Institute (HDI)
  • Global Services Association (GSA) for Contact Centers
  • International Association of Outsourcing Professionals (IAOP)
  • American Society of Safety Professionals
  • Customer Success Association
  • Call Center Managers Association (CCMA)
  • International Council of Nurses
  • Society of Customer Relations Professionals (SCRP)

Certifications

  • Customer Service Leadership Certificate Lakeside Partners
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Call Center Quality Assurance Certification
  • Certified Quality Customer Service Manager (CQCSM)
  • Salesforce
  • Six Sigma Green Belt Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Client Communication Specialist (CCCS)
  • Certified Customer Experience Professional (CCXP)

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