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Operations Customer Service Specialist resume examples

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Skills

  • Microsoft Office expertise
  • Active listening
  • Conflict mediation
  • Stockroom procedures
  • Conflict resolution
  • Employee coaching
  • Credit card payment processing
  • Freight operations
  • System implementation
  • Cross-functional collaboration

Work Experiences

  • Took 10+ inbound calls per day and directed them to the appropriate people or departments.
  • Determined accurate prices for procedure customer services by searching for the best deals and prices for customers on a regular basis.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Provided excellent customer service by following up on issues, launched and optimized.
  • Provided translation services for a 7-person team to meet the needs of French-speaking customers.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Assessed customer needs and upsold products and services to increase standard sales.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Handled the needs of up to 13 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.

Summaries

  • Capable Operations Customer Service Specialist who understands how to manage system routes while providing excellent customer service.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of process agencies.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Team player who is empathetic and supportive.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Well-versed in SAP solutions and a strong communicator.
  • Customer service professional who is used to working in a fast-paced procedure call center environment.

Accomplishments

  • Created and maintained operational workflow documentation, streamlining cross-functional team efforts and reducing overall issue resolution time by 82% hours.
  • Managed customer feedback loop initiatives, yielding a 23% improvement in overall customer satisfaction over a several months span.
  • Developed and executed onboarding programs for new hires, increasing team operational knowledge by 42% and reducing training time by 17 days.
  • Proactively identified process inefficiencies and recommended solutions that resulted in a 63% improvement in overall customer inquiry routing speed.
  • Collaborated with product and development teams to design new features based on customer feedback, resulting in a 55% increase in product adoption post-launch.
  • Reduced customer refund requests by 66% by identifying systemic process issues and advising on lasting operational adjustments.
  • Developed and implemented a recurring training program focusing on soft skills and customer empathy, improving team CSAT scores by 39% within 14 months.
  • Co-led a Continuous Process Improvement (CPI) project that generated a 55% boost in workflow efficiency and a 45% reduction in complaint escalations.
  • Played a key role in the successful integration of process, enabling a 53% improvement in customer inquiry tracking accuracy.
  • Facilitated monthly quality assurance audits, achieving a 50% compliance rate with internal standards and contributing to the team’s receipt of Excellence Award/Outstanding Service Award in 2019.

Affiliations

  • Certified Customer Service and Support Professional (CSSP) through Vantage, focusing on operational excellence in billing and telecommunication support.
  • Member of the Data Analytics for Operations Professionals group, applying Power BI reporting in resolution and service trend analyses.
  • Completed Advanced CRM Systems Training through standard, enhancing the ability to resolve complex support questions and optimize response times.
  • Attendance at Global Customer Support Best Practices Summit 2019, focusing on trends in omnichannel support for customer service.
  • Enrolled in the Professional Association for Support Operations and Customer Relations, improving ongoing work in telecommunication service flows.
  • Active member of the Professional Association for Remote Support Operations, with a focus on CRM tools and first response optimization.
  • Completed an Operations Customer Service Management Certification through metric, with focus on dispute resolution and data accuracy.
  • Member of the Process Improvement and Management Institute, using findings to refine billing cycle procedures and training schedules.
  • Completed ITIL Foundation Certification for Service Operations, applying knowledge to support queue optimization and issue categorization.
  • Participant in the Global Call Centers Organization, attending trainings on advanced CRM systems and live chat support management.

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Business Analysis Professional (CBAP) - IIBA
  • Certified Agile Service Management (CASM) - category
  • Microsoft Certified Systems Engineer (MCSE)
  • Association for Project Management (APM)
  • Operational Risk Management Certification - system
  • Microsoft Office Specialist (MOS)
  • Certified Data Management Professional (CDMP) - DAMA International
  • CompTIA A+ Technician
  • First Aid/CPR

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