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Skills

  • Microsoft Office
  • Financial records and processing
  • Credit and collections
  • Service recommendations
  • CRM Systems
  • Keyboarding
  • Product ordering
  • Conflict resolution
  • Outbound Sales
  • Contract auditing

Work Experiences

  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Consistently procedure activity in order to meet monthly and quarterly goals and objectives.
  • Made program outbound calls and converted 18% of them into sales.
  • Documented and detailed calls and complaints using the call center's CRM database.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Taught customers how to use company systems, fill out forms, and get the services they wanted.
  • Answered an average of 16 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Metric helped me achieve $163,000.

Summaries

  • Clear understanding of team leadership and performance reporting as well as project management training.
  • Adobe Creative Suite and program techniques have been taught to me.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Successful Outbound Customer Service Representative with 18 years of customer service experience by coordinated.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Outbound Customer Service Representative was polite and professional, and he was successful in using strong communication and problem-solving skills to resolve each customer issue.

Accomplishments

  • Introduced a performance tracking dashboard for outbound representatives, enabling real-time visibility into key metrics and increasing personal accountability by 81%.
  • Collaborated with the sales management team to identify and implement best practices for upsell conversions, increasing average order value by 69%.
  • Awarded company-wide recognition for achieving 18% customer satisfaction rate two consecutive quarters in a row.
  • Successfully handled an average of 6 outbound calls per shift, achieving a 18% first-call resolution rate.
  • Implemented new customer engagement strategies, resulting in a 74% increase in client satisfaction scores.
  • Won ‘Employee of the Month’ for 12 months after achieving 2% of sales quota amidst a particularly challenging quarter.
  • Identified opportunities for upsells and cross-sells during conversations with clients, boosting conversion rates on add-on products by 56%.
  • Maintained high levels of empathy while negotiating difficult customer complaints, resulting in a 55% reduction in escalations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved procedure which led to metric.

Affiliations

  • LinkedIn Learning Professional Group (Customer Service Focus)
  • International Association of Business Communicators (IABC)
  • American Marketing Association (AMA)
  • Association for Computing Machinery
  • National Association of Social Workers
  • International Council of Nurses
  • Institute of Customer Service (ICS) Associate
  • Customer Contact Week (CCW) Network
  • International Association of Administrative Professionals
  • Society for Human Resource Management (SHRM) Participant

Certifications

  • Certified Contact Center Supervisor (CCCS)
  • Advanced CRM Analytics Training
  • Google Certified Professional Cloud Architect
  • Customer Service Excellence Certification Brightline
  • Certified Rapport Building Specialist
  • Certified Public Accountant (CPA)
  • Certified Quality Improvement Associate (CQIA)
  • CompTIA Security+
  • Certificate in Customer Loyalty and Retention Strategies
  • Zendesk Certified Administrator

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