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Skills

  • Cross-departmental communication
  • Strategic problem-solving
  • Strategic sales knowledge
  • Staff education and training
  • Complaint resolution
  • Sales contract management
  • Key stakeholder relationship building
  • Route dispatch
  • Warehousing functions
  • Schedule management

Work Experiences

  • Quickly investigated and resolved customer complaints and inquiries.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Averaged 11 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Educated employees on company procedures and services.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customer service training processes were implemented and developed by me.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • In the top 11% of employees for successful improved.

Summaries

  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 9 years.
  • Jira and system techniques have been taught to me.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Committed to providing world-class customer service while remaining professional.
  • Professional Service Coordinator is a multi-talented Professional Service Coordinator who is consistently rewarded for planning and operational improvements.
  • Hardworking Professional Service Coordinator with 6 years of telecommuting experience meeting customer needs.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Implemented vendor negotiations that resulted in cost reductions of 26%, while maintaining quality standards.
  • Handled escalated customer issues with a resolution rate of 72% within the past year.
  • Developed and rolled out a new service-level agreement (SLA) structure, achieving 64% conformance across all teams.
  • Developed client satisfaction surveys, leading to actionable insights that boosted satisfaction scores by 54%.
  • Led the implementation of Microsoft Excel that reduced client query resolution times by 19%.
  • Documented and resolved process which led to procedure.
  • Facilitated vendor relationships to ensure delivery of high-quality services within preset budgets.
  • Led training initiatives for the implementation of Microsoft Excel, significantly reducing operational errors by 23%.
  • Optimized service delivery timelines by coordinating with cross-functional teams, achieving a 30% decrease in delays.
  • Created a process improvement plan for customer service operations, cutting task backlog by 34%.

Affiliations

  • Professional Administrative Management Society
  • Certified Customer Experience Professionals Network (CXPN)
  • Society for Human Resource Management (SHRM) Active Member
  • Toastmasters
  • Cost Reduction Strategies Leaders Forum
  • International Society for Service Management Professionals (ISSMP)
  • International Council of Nurses
  • National Association of Professional Process Experts (NAPPE)
  • Society of Women Engineers
  • Project Management Institute (PMI) - Certified Project Manager 2018

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Zendesk Customer Service Associate Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Success Manager (CSM) Certification from Meridian
  • Incident Management Practitioner Certification from Lakeside Partners
  • Certified Customer Experience Professional (CCXP)
  • Service and Support Management Certification
  • Certified Professional in Service Delivery
  • CompTIA Security+
  • ITIL Foundations Certified

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