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Skills

  • Ordering procedures
  • Communications
  • Food running
  • Problem resolution
  • Client appointment scheduling using initiative
  • Data-driven decision making
  • Call center management best practices
  • Customer service
  • Organization
  • First Aid/CPR

Work Experiences

  • Actively listened to customer needs.
  • Achieved resolution within 4 minutes on average.
  • Adapted to Tableau.
  • Achieved a 74% reduction in onboarding time.
  • Acted as a liaison between the technical team and customers, ensuring prompt resolution of technical queries and a 22% increase in first-call resolutions.
  • Helped customers with take-out orders.
  • Transported SAP to several months customer locations.
  • Assisted in the rollout of a new IVR system, which led to a streamlined call routing process and reduced misdirected calls by 66%.
  • Kept enough condiments on hand and well-stocked drink stations to keep service flowing smoothly.
  • Achieved a 60% increase in client satisfaction.

Summaries

  • Adept at managing multiple tasks in a fast-paced call center.
  • Collaborative team player with a successful history of working across departments, linking customer service with technical teams to improve first-call resolution rates by 32%.
  • Achieved customer service excellence.
  • Adept at managing multiple tasks in a fast-paced call center environment while maintaining a 59% customer service success rate and reducing average wait times.
  • Conflict resolution expert.
  • Phone Girl with 14 years of successful stakeholder engagement and workflow optimization experience.
  • Achieved a 55% reduction in churn rate.
  • Collaborated closely with technical teams.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished Phone Girl adept in SLA management and documentations via ServiceNow, ensuring reliable reporting and on-target performance metrics.

Accomplishments

  • Provided consistent technical support for a newly launched product, resolving 48% of customer queries within 18 minutes on average.
  • Multi-tasked between handling customer calls, live chat inquiries, and emails, reducing overall response times by 16 minutes across all channels and increasing customer satisfaction.
  • Collaborated with team of 17 in the development of method.
  • Achieved President's Club for maintaining exceptional service levels, with a customer satisfaction score exceeding 67% over 18 consecutive months.
  • Developed new call scripts with input from senior managers, reducing average support call duration by 5 minutes and improving agent call-handling efficiency by 64%.
  • Trained and mentored a team of 2 customer service representatives on sophisticated customer interaction techniques, boosting team productivity by 34%.
  • Used CRM tools like HubSpot to track customer interactions, effectively addressing inquiries and improving client relationships.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a cross-functional team initiative that improved customer service response time by 55%, which translated into higher customer retention.
  • Received the Innovation Award for top quarterly performance, exceeding personal and team KPIs for 2018.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Global Call Center Association (GCCA)
  • National Association of Call Centers (NACC)
  • Freemason
  • Association for Talent Development (ATD)
  • Customer Experience Professionals Association (CXPA)
  • Contact Center Management Association (CCMA)
  • Business Professionals of America (BPA)
  • Lions Club
  • National Association of Social Workers

Certifications

  • Certified Contact Center Professional (CCCP) by The Contact Center Institute
  • Google Certified Professional Cloud Architect
  • Customer Success Manager Certification by Pulse Academy - 2023
  • Certified Call Center Manager (CCCM) by the RCCSP Professional Education Alliance
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP) by the National Customer Service Association (NCSA)
  • CompTIA Network+
  • ServSafe

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