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Skills

  • Change management for service improvements
  • Customer feedback survey tools
  • First-call resolution strategies
  • Receiving support
  • Cross-departmental communication
  • Employee onboarding and training
  • International sales support
  • CRM
  • Stock management
  • Account management

Work Experiences

  • Educated employees on company procedures and services.
  • Kept up to date on product and service changes.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Ensure that customers and internal departments are properly communicated with.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Customer service training processes were implemented and developed by me.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Overnight Customer Service Manager with 11 years of experience in dealing with customer requests and concerns.
  • Dedicated to meeting and exceeding framework objectives through effective communication and process abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Within Miscellaneous, senior Overnight Customer Service Manager and outstanding performer in quality assurance and vendor management.
  • Costs were consistently reduced while profits were increased.
  • Motivated to keep customers happy and contribute to the company's success.
  • Power BI expert with experience in client relations services.
  • Bring extensive high-call volume experience working with program consumers spanning 5 years.
  • Overnight Customer Service Manager proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Oversaw staff scheduling and optimized overnight shifts, leading to cost savings of 12% in overtime expenses.
  • Performed root cause analysis for recurring overnight service incidents, which led to permanent resolution of 7 key issues and decreased incident frequency by 41%.
  • Monitored team KPIs such as Average Speed of Answer (ASA) and Customer Satisfaction (CSAT), ensuring department exceeded the 73% benchmark.
  • Optimized ticket routing rules within CRM software, increasing resolution speed for high-priority overnight tickets by 76%.
  • Adopted customer-first policies that resulted in a 74% improvement in post-issue satisfaction surveys for overnight service.
  • Prepared and presented monthly performance evaluations, leading 10 team members to earn promotions within several months due to improved KPI metrics.
  • Utilized workforce management software to optimize shift scheduling, leading to 67% improved utilization of staff resources.
  • Developed incentive programs for hitting key customer service metrics, which motivated staff and increased team engagement by 74%.
  • Led continuous improvement projects that resulted in a 63% increase in overall team efficiency and reduction in idle times.
  • Transitioned manual reporting to automated systems, reducing time spent on performance reporting by 32% and improving data accuracy.

Affiliations

  • Emergency Dispatchers Association (EDA) - Crisis Communication Training
  • Certified Call Center Manager (CCCM) Credential, metric
  • Toastmasters
  • Association of Information Technology Professionals
  • International Customer Management Institute (ICMI)
  • International Association of Administrative Professionals
  • Virtual Support Managers Association (VSMA)
  • Technology Services Industry Association (TSIA)
  • National Association of Social Workers
  • Rotary International

Certifications

  • Team Leadership & Management Certificate – Meridian
  • CompTIA Network+
  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Customer Service (CPCS) - Summit Group
  • Certified Manager (CM) – Institute of Certified Professional Managers (ICPM)
  • Google IT Support Professional Certificate
  • Certified Workforce Optimization Professional (CWOP) - Harbor & Co.
  • Project Management Professional (PMP)
  • Certified Professional in Learning and Performance (CPLP)

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