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Skills

  • Cross-functional collaboration
  • Conflict mediation
  • Route management
  • Project management
  • Communication script development
  • Client Retention Strategies
  • Office equipment proficiency
  • Contract retention and negotiation
  • Materials transport
  • Change Management

Work Experiences

  • Ranked as the most effective in improved out of 11 representatives.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Increased retail sales by 9% and increased customer traffic by 9%.
  • Collaborated with managers to create service improvement plans.
  • Answered 2 daily phone calls in order to efficiently resolve program customer issues.
  • Customers were contacted about service upgrades, new system services, and account changes.
  • Took 12+ inbound calls per day and directed them to the appropriate people or departments.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Was in charge of processing customer account changes.
  • Prevented key account losses by investigating discrepancies and taking corrective action.

Summaries

  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Service-oriented and quality-focused, with 4 years of Miscellaneous experience and a track record of success.
  • Customer satisfaction has been proven to rise in the past.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Dedicated to customer satisfaction and loyalty.
  • Excel in QuickBooks offerings, Microsoft Excel use, and risk assessment.
  • Accurately documents call details, prepares reports, and schedules service.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.

Accomplishments

  • Collaborated with Marketing and Sales teams on customer retention strategies, driving a 19% increase in subscription renewals.
  • Led initiatives to retain high-value accounts, achieving a 31% retention rate over program while contributing to $37,000 in recurring revenue.
  • Formulated revenue-generating customer service strategies, directly contributing to $25,000 in annual upsells and cross-sells.
  • Ensured adherence to process quality assurance guidelines, achieving a 62% performance improvement across 9 agents within the past year.
  • Created a customer feedback survey and tracking system, strengthening service quality and increasing customer satisfaction scores by 53%.
  • Implemented a cross-team communication protocol that decreased service request response times by 29% during peak periods.
  • Successfully managed escalation cases involving high-stakes accounts, resolving 10% of issues on first contact and enhancing client satisfaction.
  • Trained new team members on quality assurance and regulatory compliance, improving team’s compliance score to 50%.
  • Cross-functionally collaborated with sales, billing, and IT departments to reduce client query resolution times by 79%, improving overall service levels.
  • Standardized quality reporting methods across the department, increasing overall reporting accuracy and benefiting over 6 agents in resolving compliance issues.

Affiliations

  • Affiliate Member, American Management Association, Customer Service Division, Seattle, 2019
  • Strategic Advisor, Customer Experience Advisory Board, category
  • Member, International Customer Management Institute (ICMI) - 2017
  • Certified Contact Center Operations Specialist, Six Sigma, 2021
  • Member, National Customer Service Association (NCSA), standard
  • Member, Professional Association for Customer Engagement (PACE) 2024
  • Certified GDPR/CCPA Practitioner, Scrum Master, 2019
  • Certified Customer Contact Specialist, PMP, 2020
  • Member, Customer Support Leaders Association (CSLA), 2022
  • Co-Leader, Contact Center Innovation Forum for Meridian, method

Certifications

  • ServSafe
  • SAP Certified Application Associate
  • Certified Leadership and Management Professional - Harbor & Co. (2022)
  • HubSpot Service Hub Certification
  • ITIL 4 Foundation 2016
  • Microsoft Office Specialist (MOS)
  • Certified Customer Support Professional (CCSP) - Vantage
  • Certified Business Analysis Professional (CBAP) - initiative
  • Certified Workforce Management Professional (CWMP) - Vantage
  • Certified Help Desk Professional (CHDP) – Ironclad Systems

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