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Skills

  • Continuous Improvement
  • Payment processing
  • Excel in system
  • Microsoft Office
  • Lead information capture
  • Customer satisfaction
  • Contract negotiation/review/drafting
  • Kennel cleaning and sanitizing methods
  • Database management
  • Transcription

Work Experiences

  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Consistently procedure activity in order to meet monthly and quarterly goals and objectives.
  • Taught customers how to use company systems, fill out forms, and get the services they wanted.
  • Created multi-threaded admin web applications based on process.
  • Conducted research on potential accounts to better understand their needs, create target lists, and write effective emails and scripts.
  • Accurately documented customer orders.
  • Accomplished this in 2023.
  • Created a new employee evaluation process that resulted in significant performance improvements.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Complex issues involving the online order system or technology were referred to the help desk for further investigation.

Summaries

  • Outbound Customer Service Representative is a driven Outbound Customer Service Representative who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Summit Group.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Outbound Customer Service Representative with 11 years of successful workflow optimization and client relations experience.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Strengths in performance reporting and quality assurance backed up by Miscellaneous training.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Maintained high levels of empathy while negotiating difficult customer complaints, resulting in a 55% reduction in escalations.
  • Resolved escalated customer disputes through effective negotiation, maintaining a 77% customer retention rate after issue resolution.
  • Utilized CRM software to track and log over 2 outbound calls daily, ensuring accurate records that helped optimize follow-ups.
  • Consistently ranked within the top 27% of outbound representatives by achieving 17 in monthly sales revenue.
  • Increased team productivity by 59% by closely monitoring KPIs and offering real-time feedback on outbound call performance.
  • Monitored and analyzed CRM data to ensure 72% accuracy in customer records, leading to a 73% increase in successful contact rates.
  • Implemented new customer engagement strategies, resulting in a 74% increase in client satisfaction scores.
  • Contributed to the introduction of a new billing system, which resulted in a 28% reduction in customer complaints and billing errors.
  • Resolved product issue through consumer testing.
  • Implemented customer follow-up strategies that resulted in securing 25% repeat business from high-value clients.

Affiliations

  • Online Marketing Institute Certified Member
  • American Marketing Association (AMA)
  • Tableau CRM User Group Member
  • Project Management Institute (PMI) - Agile Certified Practitioner
  • Certified Customer Experience Professional (CCXP) Program
  • Project Management Institute
  • Salesforce Certifications in Service Cloud
  • Certified Technical Support Specialist (CTSS)
  • Service and Support Professionals Association (SSPA)
  • Help Desk Institute (HDI)

Certifications

  • Voice of the Customer (VoC) Program Certification
  • SHRM Certified Professional (SHRM-CP)
  • Customer Relationship Management (CRM) Certification – HubSpot
  • Salesforce
  • CompTIA Security+
  • Certified Cold Calling Expert (CCE)
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • Handling Difficult Customers Certification
  • Microsoft Certified Systems Engineer (MCSE)

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