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Skills

  • Customer relations
  • Data-driven decision making
  • Transportation solution development
  • Schedule mastery
  • Employee coaching
  • Materials transport
  • Conflict resolution
  • Root cause analysis
  • CRM system proficiency
  • System implementation

Work Experiences

  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and system data.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Provided translation services for a 7-person team to meet the needs of French-speaking customers.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Consistently outperformed my daily credit card application goals.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.

Summaries

  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Jira expert who excels at meeting and exceeding sales targets.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Dedicated to customer satisfaction and loyalty.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Operations Customer Service Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Well-versed in Miscellaneous best practices and standards.
  • Working with regulatory limits and process department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.

Accomplishments

  • Continuously refined a multi-step training curriculum for new hires, improving customer-facing performance and decreasing new account handling errors by 25% in three years.
  • Delivered weekly operational performance presentations to senior leadership, positively influencing decisions that led to the increase of service-level attainment by 77%.
  • Developed and executed onboarding programs for new hires, increasing team operational knowledge by 42% and reducing training time by 17 days.
  • Executed VOC (Voice of Customer) research campaigns, delivering strategic insights to senior management and resulting in a 27% action plan effectiveness rate.
  • Reviewed and updated FAQ and knowledge base resources, improving self-service adoption rates by 26% and alleviating inbound call volume.
  • Acted as the escalation point for high-value accounts, successfully de-escalating 68% of critical issues and preserving over $12 in revenue.
  • Played a key role in the successful integration of process, enabling a 53% improvement in customer inquiry tracking accuracy.
  • Created and maintained operational workflow documentation, streamlining cross-functional team efforts and reducing overall issue resolution time by 82% hours.
  • Developed and implemented a recurring training program focusing on soft skills and customer empathy, improving team CSAT scores by 39% within 14 months.
  • Optimized KPI and SLA reporting efficiency via enhanced dashboard creations in Microsoft Power BI, contributing to a 20% overall increase in service transparency.

Affiliations

  • Certified Customer Service and Support Professional (CSSP) through Vantage, focusing on operational excellence in billing and telecommunication support.
  • Active in the International Team Support Professional Association, participating in groups focusing on maintaining high-resolution rates.
  • Active member of the Professional Association for Remote Support Operations, with a focus on CRM tools and first response optimization.
  • Active member of the Service Quality Management Network, contributing personal insights on trends in complaint management reduction.
  • Engaged with the National Operations Support Council, contributing to studies and panels on streamlining service updates and upgrading manuals.
  • Member of the Data Analytics for Operations Professionals group, applying Power BI reporting in resolution and service trend analyses.
  • Active participant in the Institute of Customer Experience Excellence, contributing to research on minimizing complaint rates and optimizing bundling packages.
  • Participant in the Microsoft User Group Community for Power BI Best Practices, applying real-time reporting strategies to operational support.
  • Participant in the Telecommunications Operations Council, focusing on streamlined technical and billing issue resolution in high-traffic industries.
  • Member of the Customer Operations Performance Center (COPC) community, adopting gold-standard benchmarking in high-volume support service efficiency.

Certifications

  • Certified Customer Service Professional (CCSP) - Customer Service Institute of America
  • CompTIA Network+
  • Zendesk Support Admin Certification - metric
  • Workforce Management Certification standard
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified Call Center Manager (CCCM) - metric
  • Certified Business Analysis Professional (CBAP) - IIBA
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Technology Specialist (CTS) in Service Operations - metric

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