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Skills

  • Conflict mediation
  • Contract development
  • Customer relations
  • Freight operations
  • Employee coaching
  • Clerical support
  • Schedule mastery
  • Data evaluation
  • Materials transport
  • Service Quality Improvement

Work Experiences

  • Complied with process regulatory agencies' privacy and security requirements.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Collaborated with managers to create service improvement plans.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Conducted customer interviews for metric issues and provided feedback to the management team.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and metric data.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.

Summaries

  • Accurately documents call details, prepares reports, and schedules service.
  • Permanent Customer Service Representative with 7 years of experience resolving customer complaints and inquiries.
  • Well-versed in Miscellaneous best practices and standards.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Client service professional with 9 years of experience interacting with clients.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Dedicated to customer satisfaction and loyalty.
  • Service-oriented and quality-focused, with 10 years of Miscellaneous experience and a track record of success.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.

Accomplishments

  • Consistently exceeded team KPIs by enhancing the ticket prioritization process and achieving a 81% overall quality score in 2023.
  • Led efforts to implement a new CRM system that reduced average response time by 85% and increased first-contact resolution by 41%.
  • Took ownership of customer escalations, achieving a 69% resolution within 13 hours target over 2018.
  • Created a knowledge-sharing repository that increased first-call resolution by 72% and reduced average handle time by 19% minutes.
  • Reduced cost-per-contact by 27% through the optimization of customer service channels and self-service options.
  • Utilized Workday automation tools that reduced internal hand-offs by 59% and improved resolution times.
  • Implemented feedback-driven process changes in the customer onboarding process, reducing churn rate to below 58%.
  • Promoted a feedback-driven culture, increasing customer satisfactory rate by 16% and retaining 73% of high-value clients.
  • Collaborated with cross-functional teams to streamline customer feedback loop, improving product enhancements based on user input by 69%.
  • Processed 7 support tickets weekly, maintaining a 38% customer satisfaction rating for over 8 months/2021.

Affiliations

  • Presented at Annual Conference: Leveraging HubSpot for Customer Dispute Resolution
  • Affiliate, American Management Association (AMA) – Customer Service Division
  • Member, Analytics and Data-driven Customer Experience Practitioners Network
  • Certified Customer Experience Specialist through Vantage
  • Active Member, Women in Customer Experience (WICX)
  • Participant, Remote Customer Support Professional Forum
  • Certified Participant, ITIL Foundation in Service Management
  • Attendee, 18 Annual Customer Loyalty Conference
  • Member, American Society for Quality (ASQ) – Service Quality Chapter
  • Participant, Help Desk Institute (HDI) Certification Training

Certifications

  • Certified Communication & Leadership Skills Professional - Udemy
  • Customer Success Manager Certification - SuccessHACKER
  • Certified Engagement Strategy Development - CX University
  • Customer Service Mentor Training Certification - Jira
  • Certified Professional in Customer Experience (CPCE) - International Customer Service Association (ICSA)
  • SAP Certified Application Associate
  • Association for Project Management (APM)
  • SHRM Certified Professional (SHRM-CP)
  • Leadership Training for Customer Service Role - Dale Carnegie Training
  • Apple Certified Associate (ACA)

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