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Skills

  • Retail store support
  • Key stakeholder relationship building
  • Multi-line phone talent
  • Call center software (Jira)
  • Retail materials management
  • Warehousing functions
  • Cross-functional team collaboration
  • Improvement implementation (75% increase)
  • Upselling techniques
  • Account management

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Welcomed, greeted, and assisted customers, generating $2 in the past year revenue in a high-traffic store.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Handled over 13 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided ongoing guest service, which included Jira recommendations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Phone Specialist proactive with experience in providing support and resolving customer complaints.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Tableau and category techniques have been taught to me.
  • Asana expert with 4 years of experience in related roles.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Phone Specialist is a service-oriented Phone Specialist with unrivaled customer service, task prioritization, and time management skills.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Executed targeted outbound calls to reengage dormant clients, contributing to a 46% boost in customer retention.
  • Earned OSHA in quality assurance to enhance troubleshooting and customer resolution processes, improving response accuracy.
  • Developed knowledge base articles and how-to guides based on customer FAQs, improving agent efficiency and reducing repeat inquiries by 82%.
  • Utilized advanced upselling techniques to drive a 37% average increase in revenue per call.
  • Provided technical support for troubleshooting, resolving 26% of issues on the first attempt.
  • Collaborated with IT to reduce system downtime during high call volumes, resulting in 63% more uptime.
  • Devised and implemented a feedback collection system, improving call script effectiveness by 67%.
  • Monitored and improved customer service protocols, helping reduce the average wait time by two years.
  • Reduced the average time needed to resolve customer issues by implementing metric training for team members.
  • Collaborated with team of 17 in the development of method.

Affiliations

  • National Association of Call Centers (NACC)
  • Customer Service Professionals Network
  • Association of Information and Communication Technology Professionals
  • Call Center Management Association
  • National Federation of Call Centers
  • Customer Experience Professionals Association (CXPA)
  • Help Desk Institute (HDI)
  • American Society of Safety Professionals
  • Customer Retention Association
  • IT Service Management Forum (itSMF)

Certifications

  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Certified Customer Experience Professional (CCXP)
  • Certified Listening Professional (CLP)
  • CompTIA Network+
  • Zendesk Customer Service Specialist Certification
  • Certified Help Desk Manager (HDM)
  • Certified Problem Solver for Customer Services
  • Customer Service Management Certification (CSMC)

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