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Skills

  • Customer escalation resolution
  • Medical terminology knowledge
  • Multi-line phone talent
  • Recordkeeping strengths
  • Route dispatch
  • Employee onboarding and training
  • Data-driven decision making
  • Report preparation
  • CRM
  • First-call resolution strategies

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Taught new employees about the company's operations, policies, and services.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Processed 8 invoices and mailed documentation to clients each one year.
  • Increased the team's revenue by over $10 in sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Collaborated with vendors to plan more than 14 daily pickups and weekly deliveries.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Customer service training processes were implemented and developed by me.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Overnight Customer Service Manager is a service-oriented Overnight Customer Service Manager with unrivaled customer service, task prioritization, and time management skills.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Competent Overnight Customer Service Manager with a desire to exceed sales targets and establish long-term customer relationships.
  • Overnight Customer Service Manager who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Power BI expert with experience in client relations services.
  • Achieved success in providing unsurpassed customer service.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overnight Customer Service Manager is a multi-talented Overnight Customer Service Manager who is consistently rewarded for planning and operational improvements.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Owned the creation of monthly customer service performance reports, providing key insights that shaped strategic resource allocation decisions.
  • Resolved product issue through consumer testing.
  • Collaborated with product to enhance escalation routes for high-priority tickets, which resulted in a 28% reduction in response times.
  • Prepared and presented monthly performance evaluations, leading 10 team members to earn promotions within several months due to improved KPI metrics.
  • Led continuous improvement projects that resulted in a 63% increase in overall team efficiency and reduction in idle times.
  • Decreased average handling time by 2 minutes while maintaining quality on all calls, resulting in a 18% increase in overall customer satisfaction.
  • Optimized ticket routing rules within CRM software, increasing resolution speed for high-priority overnight tickets by 76%.
  • Improved inter-shift communication processes, decreasing service delays by 82% while handing off cases between day and night teams.
  • Led a team that consistently met or exceeded service level targets, achieving 78% adherence to KPIs over the course of two years.
  • Implemented real-time escalation procedures, effectively resolving 39% of critical issues before the end of the shift.

Affiliations

  • American Medical Informatics Association
  • United States Night Manager’s Association (USNMA)
  • Virtual Support Managers Association (VSMA)
  • American Management Association (AMA) - Leadership and Operations Management
  • National Customer Service Association (NCSA)
  • International Customer Management Institute (ICMI)
  • Association for Supply Chain Management (APICS)
  • Jaycees
  • International Association of Administrative Professionals
  • Help Desk Institute (HDI)

Certifications

  • HubSpot Service Software Certification
  • Certified Customer Service Manager (CCSM) - Harbor & Co.
  • Basic Life Support (BLS) - American Heart Association (if health-related support)
  • Certified Manager (CM) – Institute of Certified Professional Managers (ICPM)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • ServSafe
  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Call Center Supervisor (CCCS), Harbor & Co.

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