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Skills

  • Credit card processing
  • Stocking and replenishing
  • Multi-line phone talent
  • International sales support
  • Customer satisfaction survey analysis
  • Best practices for case management
  • Handling Tier 1 and Tier 2 support issues
  • Medical terminology knowledge
  • Retail materials management
  • Account management

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Contributed to $4 in annual store sales per 6 months.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.

Summaries

  • Hardworking Overnight Customer Service Associate with 5 years of telecommuting experience meeting customer needs.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Bring extensive high-call volume experience working with initiative consumers spanning 9 years.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Worker with a strong understanding of method organization and initiative product issues.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Within Miscellaneous, senior Overnight Customer Service Associate and outstanding performer in performance reporting and risk assessment.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Trained 14 team members on new CRM software, boosting team efficiency and reducing call handle times by 82%.
  • Delivered expert resolution to after-hours calls for Workday, achieving a customer satisfaction rate of 70% during night shifts.
  • Implemented customer-facing knowledge transfer strategies, leading to a self-service improvement of 69% during overnight hours.
  • Initiated quality control processes for customer service data, increasing the precision of responses provided during night shifts by 71%.
  • Instrumental in implementing a new knowledge base, reducing time spent resolving incoming inquiries by 16 minutes/call.
  • Provided Tier 1 and Tier 2 customer support during night shifts, maintaining a high level of service quality even during peak volumes.
  • Resolved 10 high-priority cases requiring in-depth technical support in 6 months, demonstrating strong multitasking skills and attention to detail.
  • Successfully maintained 14% compliance with Miscellaneous regulations in all after-hours customer interactions and escalations.
  • Regularly conducted customer satisfaction surveys post-interaction, leading to a 47% improvement in Net Promoter Score (NPS) for nighttime support.
  • Analyzed feedback from 6 post-interaction surveys to adjust service approaches, improving customer satisfaction ratings for after-hours support by 29%.

Affiliations

  • Customer Relationship Management Institutive (CRMI)
  • Toastmasters
  • Society of Women Engineers
  • American Medical Informatics Association
  • International Customer Service Association (ICSA)
  • Certified Customer Interaction Specialist (CCIS) procedure
  • Customer Success Association
  • Customer Service Leadership Council
  • Society of Human Resource Management
  • National Association for Call Centers (NACC)

Certifications

  • Salesforce Certified Service Cloud Specialist
  • Zendesk Support Administrator Certification
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • IATA Customer Experience Management Certificate
  • Certified Contact Center Supervisor (CCCS)
  • CompTIA Customer Service Professional (CCSP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Relationship Management (CRM) Program Certification
  • Certified Call Center Manager (CCCM)

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