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Skills

  • Key stakeholder relationship building
  • Order fulfillment
  • CRM
  • Account management
  • Customer account troubleshooting
  • Analytical reporting of customer trends
  • Staff education and training
  • Customer feedback tracking systems
  • Retail materials management
  • Warehousing functions

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Kept up to date on product and service changes.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Collaborated with vendors to plan more than 11 daily pickups and weekly deliveries.
  • Created and maintained a detailed database to develop promotional sales.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated employees on company procedures and services.
  • In the top 6% of employees for successful launched.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Fluent in Mandarin. Personable and professional communicator.
  • Strengths in performance reporting and strategic planning backed up by Miscellaneous training.
  • With extensive experience in the framework industry, I am a knowledgeable and dedicated customer service professional.
  • Participant Services Specialist proactive with experience in providing support and resolving customer complaints.
  • Participant Services Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Participant Services Specialist with 2 years of successful quality assurance and vendor management experience.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • ServiceNow and standard techniques have been taught to me.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Resolved product issue through consumer testing.
  • Implemented a customer service training program for staff, improving front-line response times and participant satisfaction by 40%.
  • Actively participated in service improvement strategy sessions, contributing to a 29% reduction in participant complaint resolution times.
  • Facilitated the transition from manual paperwork to digital forms, cutting submission processing time by 10% and improving participant satisfaction.
  • Reduced participant unanswered inquiries via email after implementing a more organized and trackable case ticketing system, lowering response times by 51%.
  • Created detailed documentation based on user feedback, aiding improvements in participant program communications and reducing confusion by 37%.
  • Achieved first-quarter target by improving participant inquiry resolution within the designated one year, enhancing overall team performance.
  • Collaborated with cross-functional teams to reduce manual ticket resolution time, increasing efficiency by 69%.
  • Led a 6-month cross-departmental initiative to improve client needs assessment, resulting in a 81% increase in successful issue resolutions.
  • Documented and resolved system which led to metric.

Affiliations

  • National Welfare Rights Organization framework
  • Association for Talent Development (ATD)
  • Professional Association for Customer Engagement (PACE)
  • National Customer Service Association (NCSA)
  • American Medical Informatics Association
  • Healthcare Customer Service Association process
  • Healthcare Financial Management Association (HFMA)
  • International Council of Nurses
  • Customer Experience Professionals Association (CXPA)
  • American Health Care Association (AHCA)

Certifications

  • Certified Professional in Customer Experience (CPCE) - framework
  • ITIL Fundamentals Certification - Brightline
  • Customer Relationship Management (CRM) Certification - process
  • Certified Participant Engagement Specialist - metric
  • First Aid/CPR Certified
  • Microsoft Dynamics 365 Customer Service Functional Consultant - standard
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Customer Experience Management Certification - category
  • Certified Business Analysis Professional (CBAP)

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