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Skills

  • Route dispatch
  • Recordkeeping strengths
  • Collaboration with internal teams
  • Stocking and replenishing
  • First-contact resolution (FCR) improvement
  • Complaint resolution
  • Key holder experience
  • CRM platform proficiency (e.g., standard)
  • Medical terminology knowledge
  • Client Retention Strategies

Work Experiences

  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Assisted and cross-trained other customer service managers.
  • Created and maintained a detailed database to develop promotional sales.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.

Summaries

  • Competent Online Chat Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Online Chat Representative proactive with experience in providing support and resolving customer complaints.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • ServiceNow and program techniques have been taught to me.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Great phone skills and system talents have a proven track record of increasing productivity and customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Worker with a strong understanding of procedure organization and method product issues.
  • Very knowledgeable about ServiceNow, as well as standard competitors and offerings.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Handled pre-sale inquiries for new products, contributing to a 72% increase in product launch revenue.
  • Collaborated with team of 7 in the development of procedure.
  • Provided feedback to product teams to develop assistive AI features for customer interaction, reducing average response times by several months.
  • Developed a knowledge base focused on common inquiries, reducing repeat customer questions by 66% over three years.
  • Identified and escalated high-level issues appropriately, improving first-response resolution accuracy by 31%.
  • Cross-trained with email and phone support teams, contributing to an overall 25% reduction in customer service resolution time.
  • Collaborated with marketing to launch chat-based sales campaigns, boosting online sales revenue by 37% over 18 months.
  • Aided in reducing abandoned cart rates by 38% by offering timely, personalized solutions through the chat interface.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Affiliations

  • National Association of Social Workers
  • Digital Customer Experience Association (DCEA)
  • Global Association for Call Center Management (GACCM)
  • International Association of Administrative Professionals
  • Association of Virtual Assistants (AVA)
  • Customer Support Leaders Community
  • Certified Chat Support Specialist (CCSS)
  • Customer Relationship Management (CRM) Experts Group
  • Society of Women Engineers
  • American Marketing Association

Certifications

  • Salesforce
  • Certified Salesforce Administrator - method
  • Certified Customer Experience Professional (CCXP)
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Professional Certification in Problem Solving and Decision Making - Kepner-Tregoe
  • Live Chat Customer Support Certificate - Beacon Labs
  • Customer Operations Performance Center (COPC) Certified Coordinator
  • IT Helpdesk Customer Service Certification - Meridian
  • First Aid/CPR Certified

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