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Skills

  • Quality assurance controls
  • Business development understanding
  • Escalation management
  • Service Quality Improvement
  • Freight operations
  • In-store support
  • Shipping and receiving understanding
  • Client relationship building
  • Data evaluation
  • System implementation

Work Experiences

  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Customers were contacted about service upgrades, new standard services, and account changes.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Complied with process regulatory agencies' privacy and security requirements.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Ranked as the most effective in streamlined out of 4 representatives.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.

Summaries

  • Working with regulatory limits and system department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Customer service professional who is used to working in a fast-paced process call center environment.
  • Customer satisfaction has been proven to rise in the past.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Permanent Customer Service Representative with 17 years of framework customer service experience.
  • Accurately documents call details, prepares reports, and schedules service.
  • Permanent Customer Service Representative who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Trained and onboarded 4 new hires, achieving a 27% increase in their proficiency during the first 13 months of joining.
  • Led the introduction of multilingual support teams, reducing waiting times for international customers by 18% in 2015.
  • Utilized Workday automation tools that reduced internal hand-offs by 59% and improved resolution times.
  • Reduced cost-per-contact by 27% through the optimization of customer service channels and self-service options.
  • Resolved 5 escalated tickets per week, contributing to a 47% reduction in overall complaint volumes.
  • Achieved 77% success rate on upselling or cross-selling to existing customers, contributing $9 to the company’s annual revenue.
  • Established and managed service standards, contributing to the company achieving Miscellaneous-standard benchmarks for customer support.
  • Achieved 63% reduction in cost per resolution by implementing more efficient call escalation procedures.
  • Effectively managed escalations, reducing incoming customer complaints by 79% and improving service levels across teams.
  • Improved customer satisfaction by 29% through consistent follow-ups and personalized support using ServiceNow.

Affiliations

  • Active Member, Women in Customer Experience (WICX)
  • Certified Member, Customer Service Institute of America (CSIA)
  • Participant, Help Desk Institute (HDI) Certification Training
  • Participant, Customer Experience Professionals Association (CXPA) Workshops
  • Member, Global Association for Customer Service Professionals (GACSP)
  • Member, Contact Center Network Group (CCNG)
  • Affiliate, American Management Association (AMA) – Customer Service Division
  • Member, Professional Association for Customer Engagement (PACE)
  • Certified Trainer for QuickBooks-based Support Systems
  • Member, Analytics and Data-driven Customer Experience Practitioners Network

Certifications

  • Certified Engagement Strategy Development - CX University
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Professional in Customer Experience (CPCE) - International Customer Service Association (ICSA)
  • Client Account Management Certification – Ironclad Systems
  • Certified Customer Service Professional (CCSP) – National Retail Federation (NRF)
  • ITIL Foundation Certification – AXELOS Global Best Practice
  • Customer Service Mentor Training Certification - Jira
  • CompTIA Security+
  • Certified Customer Experience Specialist (CXS) - CustomerCentric Selling
  • Certified Client Service and Leadership Professional - Northwind

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