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Skills

  • Time management and prioritization
  • Customer issue resolution (First Call Resolution)
  • Client appointment scheduling using initiative
  • Call documentation and CRM management
  • Team building
  • Cultural sensitivity and multilingual communication
  • Customer retention strategies
  • Active listening
  • Conflict resolution and de-escalation
  • Problem resolution

Work Experiences

  • Gave out product samples, answered questions, and assisted customers in finding what they needed.
  • Helped customers with take-out orders.
  • Analyzed call data for insights.
  • Addressed unresolved customer issues.
  • Answered 3 calls per two years to help customers with their questions and concerns.
  • Achieved 16% of monthly sales targets.
  • Achieved a 20% improvement in team productivity.
  • Transported SAP to several months customer locations.
  • Actively listened to customer needs.
  • Achieved a 74% reduction in onboarding time.

Summaries

  • Personable Dining Room Attendant with 13 years of customer service experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Phone Girl adept in SLA management and documentations via ServiceNow, ensuring reliable reporting and on-target performance metrics.
  • Achieved a 55% reduction in churn rate.
  • Costs were consistently reduced while profits were increased.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Prepared to contribute skills and knowledge to help the team succeed and improve customer satisfaction by providing effective dining support.
  • Accomplished Phone Girl adept in SLA management.
  • Achieved a 23% reduction in average customer wait time.
  • 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.

Accomplishments

  • Increased new customer acquisition by 80% through consistent follow-up on lead calls and personalized support interactions.
  • Created reporting dashboards in Jira to monitor call center KPIs, helping managers adjust strategies that increased customer satisfaction by 34%.
  • Successfully utilized call data and customer feedback to improve service ticket resolutions, cutting outstanding issues by 54%.
  • Instrumental in the transition from legacy phone systems to modern VoIP platforms, training 16 cross-functional teams and reducing downtime by 56%.
  • Trained and mentored a team of 2 customer service representatives on sophisticated customer interaction techniques, boosting team productivity by 34%.
  • Documented and resolved metric which led to initiative.
  • Utilized call-routing strategies to manage high call volumes during peak periods, reducing customer wait times by 32%.
  • Successfully coordinated communication between technical support and sales teams, improving inter-departmental collaboration which resulted in a 56% productivity increase.
  • Investigated and resolved customer complaints, preventing account cancellations and saving the company approximately 10% in potential revenue losses.
  • Developed company-wide customer service training material that improved phone call handling techniques, resulting in a 54% increase in first-call resolution rates.

Affiliations

  • Certified Call Center Manager (CCCM) from RCCSP Professional Education Alliance
  • National Association of Sales Professionals (NASP)
  • Society for Human Resource Management (SHRM)
  • American Association of Inside Sales Professionals (AA-ISP)
  • Business Professionals of America (BPA)
  • International Institute of Business Analysis (IIBA)
  • Inbound Sales Society
  • Rotary International
  • Remote Work Association (RWA)
  • Toastmasters

Certifications

  • Handling Difficult Conversations at Work Certification by LinkedIn Learning 2016
  • Cisco Certified Network Associate (CCNA)
  • Scheduling and Appointment Management Techniques Certification by Alison 2018
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified CRM Professional (CCRP) by CRMiLearning
  • Professional Call Handling Specialist by the International Customer Service Association (ICSA)
  • Certified Professional in Onboarding & Training Development by the Association for Talent Development (ATD)
  • Certified in Sales Outreach & Communication Strategies by Sales Hacker University
  • Certified Inside Sales Professional (CISP) by The American Association of Inside Sales Professionals (AA-ISP)
  • Conflict Resolution in the Workplace Certification by Coursera 2016

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