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Skills

  • Senior leadership support
  • Report creation
  • In-store support
  • Clerical support
  • Workflow Optimization
  • High-energy attitude
  • Conflict mediation
  • Partner Relationship Management
  • Customer relations
  • Data-driven decision making

Work Experiences

  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Shared detailed information about Workday options to assist customers in making decisions.
  • Was in charge of processing customer account changes.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and system data.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Increased retail sales by 6% and increased customer traffic by 8%.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Increased productivity by providing CSR performance feedback for corrective action.

Summaries

  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • In a frantic call center environment, well-trained and composed.
  • Dedicated to customer satisfaction and loyalty.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Process regulations and procedures are second nature to me.
  • Customer service professional who is used to working in a fast-paced framework call center environment.
  • Motivated to keep customers happy and contribute to the company's success.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Team player who is empathetic and supportive.

Accomplishments

  • Optimized partner support processes, resulting in a 44% improvement in customer experience and a 37% reduction in partner churn.
  • Led conflict resolution for high-stakes partner accounts, successfully retaining over $3 in potential lost business.
  • Collaborated with the product team to ensure timely communication of updates, reducing ticket inflows and improving partner satisfaction metrics.
  • Collaborated with the sales team to increase partner account renewals, driving year-over-year revenue growth by 77%.
  • Spearheaded a knowledge-sharing initiative that improved product adoption by partners, increasing service onboarding by 17%.
  • Managed a portfolio of high-tier partner accounts, contributing to a 70% increase in overall account retention year-over-year.
  • Managed end-to-end resolution of complex partner billing issues, reducing chargebacks by 81% and streamlining the billing process.
  • Monitored and reported on partner support metrics, producing insights that improved team performance by 42% over the course of 13 quarters.
  • Reduced operational costs by 74% through the implementation of an automated partner query tracking system, improving overall responsiveness.
  • Implemented a system for tracking partner sales forecasts, leading to more accurate projections and an increase in quarterly revenues by 22%.

Affiliations

  • Chair, KPIs and Metrics Improvement Group, 2024
  • Chair, Customer Support Transformation Committee, Northwind 2016-2015
  • Volunteer, Upselling and Revenue Growth Strategies Workshop, 2017
  • Participant, Efficiency in Partner Support Focus Group, 2023
  • Certified Professional in Customer Support Strategy, metric 2018-Present
  • Member, Support Operations and Process Improvement Roundtable 2023-Present
  • Member, Partner Relationship Professionals Association 2017-Present
  • Executive Board Member, Partner Retention and Growth Association 2018-2019
  • Co-founder, Partner Onboarding and Training Taskforce, Cedar Works 2021-2020
  • Certified Customer Relationship Management Consultant, system 2021-2024

Certifications

  • American Academy of Financial Management (AAFM)
  • Certified Sales Enablement Specialist - Northwind
  • Certified ScrumMaster (CSM) - Ironclad Systems
  • Certified Customer Experience Professional (CCXP) - Ironclad Systems
  • Certified Public Accountant (CPA)
  • Microsoft Office Specialist (MOS)
  • Certified SaaS Product Manager Credential
  • Lean Six Sigma Green Belt Certification - Lakeside Partners, 2022
  • Salesforce
  • CompTIA A+ Technician

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