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Skills

  • CRM report generation
  • Medical terminology knowledge
  • Service standard compliance
  • Staff education and training
  • Queue management
  • Empathy in customer interactions
  • Route dispatch
  • Ability to multitask
  • Customer Relationship Management (CRM) Software Proficiency
  • First-contact resolution (FCR) optimization

Work Experiences

  • Used a POS system to itemize and total the purchases of 11 customers.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Educated employees on company procedures and services.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Assisted and cross-trained other customer service managers.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.

Summaries

  • Fluent in French. Personable and professional communicator.
  • Salesforce expert with experience in vendor management services.
  • Clear understanding of team leadership and data analysis as well as strategic planning training.
  • Committed to providing world-class customer service while remaining professional.
  • Worker with a strong understanding of system organization and standard product issues.
  • Overnight Customer Service Representative proactive with experience in providing support and resolving customer complaints.
  • Asana and metric techniques have been taught to me.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to initiative regulations and metric department guidelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Handled complaint escalations autonomously, resolving 79% of issues within the first interaction, which minimized the need for managerial involvement.
  • Collaborated closely with the technical support team to resolve critical customer issues, culminating in an 27% increase in positive reviews during night operations.
  • Leveraged live chat and ticketing systems to manage 7 customer interactions per shift and ensure first-contact resolution.
  • Initiated nightly process improvements that led to increased efficiency and lowered average resolution time from 16 minutes to 2 minutes.
  • Minimized downtime in overnight queue management by redesigning response workflows—reducing average response time to 16 minutes.
  • Tracked and prioritized nightly customer inquiries, achieving a queue turnaround time of under 6 minutes for high-priority cases.
  • Analyzed customer CRM data to preemptively address repeat issues, positively impacting customer satisfaction and decreasing inquiry times by 42%.
  • Monitored key performance indicators (KPIs), achieving a 64% higher-than-metric performance for resolution speed during night shifts.
  • Handled top-priority complaints and technical inquiries during night shifts, successfully resolving complex cases without escalation 14% of the time.
  • Regularly exceeded nightly performance targets by 83% through comprehensive understanding of common customer needs and technology tools.

Affiliations

  • Customer Success Association (CSA)
  • Customer Service Professionals Network (CSPN)
  • American Society of Customer Service Professionals
  • Association of Support Professionals (ASP)
  • Help Desk Institute (HDI)
  • Service Industry Association (SIA)
  • Customer Care Institute (CCI)
  • American Marketing Association
  • Association of Certified Fraud Examiners (ACFE) for Security Awareness
  • Local Chamber of Commerce Raleigh, Customer Relations Committee

Certifications

  • Certified Professional in Customer Retention (CPCR)
  • CompTIA Security+
  • Project Management Professional (PMP)
  • International Customer Service Association (ICSA) Certified Customer Support Specialist
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service and Support Operations Optimization – Vantage
  • Certified Associate in Project Management (CAPM) for Customer Service Projects
  • Salesforce
  • CompTIA Customer Service Skills (CSS) Certification

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