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Skills

  • Senior leadership support
  • CRM reporting
  • Direct sales
  • Call center operations knowledge
  • Quality assurance controls
  • Churn rate reduction
  • Complex problem resolution
  • Transportation solution development
  • Promotional support
  • Fleet dispatching

Work Experiences

  • Conducted customer interviews for metric issues and provided feedback to the management team.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Shared detailed information about HubSpot options to assist customers in making decisions.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Exceeded several months service goals using customer service, sales, and employee management best practices.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Working with regulatory limits and system department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Capable Senior Contact Associate who understands how to manage method routes while providing excellent customer service.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • HubSpot expert who excels at meeting and exceeding sales targets.
  • Well-versed in Miscellaneous best practices and standards.
  • Accurately documents call details, prepares reports, and schedules service.
  • Excel in Microsoft Excel offerings, Tableau use, and vendor management.

Accomplishments

  • Collaborated with marketing and sales to implement a cross-sell strategy, leading to additional monthly revenue of $8.
  • Authored a series of internal product guides and training materials that accelerated new hire onboarding by 13%.
  • Provided leadership in developing service level agreements that improved the speed and clarity of client communication by 26%.
  • Successfully handled escalations for high-priority accounts, leading to a 16% increase in customer retention.
  • Effectively used CRM tools to maintain and update records of over 12 key clients, reducing account discrepancies and response times by 60%.
  • Supervised a team of 13 associates, resulting in a 30% improvement in team productivity and customer satisfaction.
  • Enforced adherence to quality assurance standards across a contact center team, improving overall customer service ratings by 58%.
  • Led a team-focused initiative that improved retention by 79% through proactive customer engagement.
  • Monitored and analyzed client feedback, implementing changes that improved overall satisfaction scores by 31%.
  • Drove implementation of enhanced CRM features, resulting in more cohesive customer contact management processes and reducing data latency by 38%.

Affiliations

  • Contact Center Data Analyst Certification, Adobe Creative Suite, 2017
  • Affiliated Member, International Customer Management Institute (ICMI) 2015
  • Manager-level Membership, Professional Association for Customer Engagement (PACE), 2017
  • Certified Professional in Customer Service (CPCS) by National Customer Service Association (NCSA) 2023
  • Certified Executive in Customer Support (CECS), standard, 2020
  • Certified Customer Service Strategy Practitioner, metric, 2022
  • Advanced Customer Experience (CX) Practitioner, metric, 2022
  • Member, Customer Experience Professionals Association (CXPA) 2019
  • Certified Contact Center Leadership Fellowship, program, 2024
  • Co-chair, Contact Center Executives Forum, Phoenix, 2017

Certifications

  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association (CXPA)
  • Certified Technical Support Specialist by CompTIA
  • CompTIA Security+
  • Cross-functional Communication Certification by Toastmasters International
  • SHRM Certified Professional (SHRM-CP)
  • American Academy of Financial Management (AAFM)
  • Leadership and Management Certification by Dale Carnegie
  • Certified Call Center Trainer by The Call Center School
  • Certified Help Desk Manager by Help Desk Institute (HDI)
  • CompTIA A+ Technician

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