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Skills

  • Personable service
  • Customer service standards
  • Pharmacy and customer records management
  • Customer consultation
  • Housekeeping services
  • Service and supply support
  • Customer focused-service
  • Customer safety
  • Customer service awareness
  • Onsite customer support

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Created end-of-day reports highlighting common support issues.
  • Achieved results in 4 months.
  • Created end-of-day reports highlighting common support issues, helping cross-functional teams implement new solutions, reducing complaint calls by 80%.
  • Designed customer service campaigns.
  • Accelerated resolution rates for technical issues.
  • Consistently hit 6 tickets closed per shift while maintaining a 65%+/5-star rating on customer feedback surveys.
  • Converted 71% of dissatisfied customers into regular clients by delivering personalized solutions and high-level follow-up.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Achieved 20% accuracy on customer input data.

Summaries

  • Achieved a 20% satisfaction rate.
  • Created clear, valuable support content that empowered customers to resolve issues independently, resulting in a 52% reduction in service requests.
  • Consistently align team efforts with business goals.
  • Achieved a 82% increase in team productivity.
  • Contributed to smooth operations.
  • Online Customer Service Commerce with 18 years of successful client relations and strategic planning experience.
  • Built strong partnerships across departments.
  • Boosted self-service rates by 67%.
  • Boosted performance of newly onboarded agents by 80%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Managed escalations and high-priority customer complaints, achieving a 51% reduction in formal complaints over 18 months.
  • Analyzed survey results and leveraged insights to redesign customer FAQ pages, increasing web self-service usage by 65%. Achieved this within 6 months.
  • Designed an automated ticketing process, which reduced redundant follow-ups, resulting in a 26% decrease in repeated customer complaints.
  • Maintained an average customer response time of 14 seconds across 10 platforms, managing Salesforce and complex escalations with a 45% satisfaction rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with the marketing team to execute a customer retention plan that increased repeat purchases by 25% within several months.
  • Provided real-time solutions during large-scale online campaigns, meeting service-level agreements with a 17% on-time response rate.
  • Instrumental in reducing wait times during peak hours by creating operational efficiencies in scheduling and real-time monitoring to meet a 26% service level agreement (SLA).
  • Developed escalation procedures for high-impact issues, ensuring 47% adherence to service-level agreements in one year.
  • Built and maintained strong relationships with key clients, resulting in a 25% reduction in churn and an increase in upsell opportunities by 33%.

Affiliations

  • International Council of Shopping Centers (ICSC) – E-commerce Division
  • Global E-Commerce Leaders Forum
  • Jaycees
  • Institute of E-commerce and Digital Engagement
  • American Medical Informatics Association
  • E-Commerce Customer Service Professionals Association
  • Service Desk Institute (SDI)
  • Federation for Online Chat and Email Support
  • Global Commerce Service Managers Network
  • Professional Association for Online Customer Success

Certifications

  • Certified Business Analysis Professional (CBAP)
  • HubSpot: eCommerce Customer Service Strategy Certification
  • Certified Customer Experience Specialist (CCXS)
  • Certified Omnichannel Experience Expert (COEE)
  • Advanced Certificate in Digital Customer Relationship Management
  • Project Management Professional (PMP)
  • Certified Customer Account Representative (CCAR)
  • SHRM Certified Professional (SHRM-CP)
  • Certified eCommerce Customer Service Professional (CeCSP)
  • Certified Public Accountant (CPA)

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