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Skills

  • International sales support
  • Cross-departmental collaboration
  • Retail store support
  • Retail materials management
  • Money handling abilities
  • Team leadership and development
  • Complaint resolution
  • Account management
  • Service standard compliance
  • Customer relationship management

Work Experiences

  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Customer service training processes were implemented and developed by me.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Handled over 18 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Created and maintained a detailed database to develop promotional sales.
  • Acquired 16 new customers, resulting in 17% revenue for the team.
  • Educated employees on company procedures and services.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.

Summaries

  • Response Associate with 4 years of successful risk assessment and client relations experience.
  • Response Associate is a multi-talented Response Associate who is consistently rewarded for planning and operational improvements.
  • ServiceNow and method techniques have been taught to me.
  • Within Miscellaneous, senior Response Associate and outstanding performer in workflow optimization and stakeholder engagement.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Response Associate is a service-oriented Response Associate with unrivaled customer service, task prioritization, and time management skills.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and method department guidelines.
  • Workday expert with experience in client relations services.
  • Competent Response Associate with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Contributed to a client retention initiative, successfully reducing cancellation rates by 40% through personalized service approaches.
  • Analyzed root causes of recurring problems and partnered with product engineers to reduce defect rates by 41%.
  • Trained team members on the implementation of new support protocols, reducing ticket backlogs by 46% within 6 months.
  • Led efforts in creating a more intuitive CRM dashboard, improving overall team performance tracking and reporting accuracy by 72%.
  • Reengineered the team’s customer query routing system, leading to a 43% reduction in cross-department escalations.
  • Demonstrated proficiency in handling complex customer issues with Adobe Creative Suite, maintained an average satisfaction rating of 42%.
  • Monitored and resolved 5+ escalated support tickets, contributing to a 55% reduction in customer churn.
  • Developed KPI reporting system in coordination with leadership that tracked performance and improved team goal achievement by 26%.
  • Reduced customer response time by 67% by implementing an optimized inquiry prioritization system, enhancing overall service quality.
  • Received Six Sigma in customer service excellence, driving a 39% increase in customer positive feedback.

Affiliations

  • Customer Support Managers Association
  • Toastmasters
  • Response and Recovery Association for Enterprises (RRAE)
  • Society for Service Quality and Client Solutions (SSQCS)
  • Technical Support Roundtable
  • National Association for Call Center Operations (NACCO)
  • International Association of Support Managers (IASM)
  • Society of Women Engineers
  • International Customer Interaction Professionals (ICIP)
  • International Contact Center Management Forum (ICCMF)

Certifications

  • Help Desk Support Professional Certification (HDI)
  • Apple Certified Associate (ACA)
  • Certified Information Technology Infrastructure Library (ITIL) Practitioner
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • Google Analytics Individual Qualification (GAIQ)
  • CompTIA Network+
  • ServiceNow Certified System Administrator

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