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Skills

  • Route management
  • Office equipment proficiency
  • Call center experience
  • Project management
  • Interdepartmental communications
  • Advanced problem-solving skills
  • Call quality assurance
  • High-energy attitude
  • Report creation
  • Customer relations

Work Experiences

  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Customers were contacted about service upgrades, new system services, and account changes.
  • Exceeded one year service goals using customer service, sales, and employee management best practices.
  • Conducted customer interviews for framework issues and provided feedback to the management team.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Determined accurate prices for system customer services by searching for the best deals and prices for customers on a regular basis.

Summaries

  • Client service professional with 7 years of experience interacting with clients.
  • Working with regulatory limits and method department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Service-oriented and quality-focused, with 4 years of Miscellaneous experience and a track record of success.
  • Dedicated to customer satisfaction and loyalty.
  • Senior Contact Representative is an energetic and dependable Senior Contact Representative who has been well-trained and excels in high-end merchandise environments.
  • Metric regulations and procedures are second nature to me.

Accomplishments

  • Developed call scripts and handling procedures for complex inquiries, achieving a first-contact resolution rate of 29%.
  • Collaborated with Marketing and Sales teams on customer retention strategies, driving a 19% increase in subscription renewals.
  • Trained new team members on quality assurance and regulatory compliance, improving team’s compliance score to 50%.
  • Achieved OSHA in Microsoft Excel, enabling the seamless integration of new communication technologies into existing systems.
  • Proficiently handled escalated inquiries from C-level executives, bringing resolution within two years and maintaining client relationships.
  • Implemented a cross-team communication protocol that decreased service request response times by 29% during peak periods.
  • Created a customer feedback survey and tracking system, strengthening service quality and increasing customer satisfaction scores by 53%.
  • Contributed to interdepartmental task forces aimed at reducing regulatory compliance gaps, leading to a 71% improvement in audit scores.
  • Collaborated with development teams to resolve recurring CRM issues, improving system uptime by 52% and reducing impacts on call center operations.
  • Spearheaded client onboarding efforts for new systems, reducing the onboarding time by 65% and accelerating revenue recognition.

Affiliations

  • Certified Team Optimization Professional (TOP), Six Sigma, 2023
  • Member, Society of Workforce Planning Professionals (SWPP), program
  • Participant, Customer Success & Support Forum, initiative, 2019
  • Member, Customer Contact Professionals Network (CCPN), 2020
  • Co-Leader, Contact Center Innovation Forum for Meridian, method
  • Member, National Association of Call Center Managers (NACCM), 2024
  • Member, International Customer Management Institute (ICMI) - 2017
  • Speaker, Customer Engagement Summit, 2020
  • Member, National Customer Service Association (NCSA), standard
  • Participant, Quality Assurance in Customer Service Roundtable, 2015

Certifications

  • Certified Leadership and Management Professional - Harbor & Co. (2022)
  • Certified Customer Support Professional (CCSP) - Vantage
  • Google Certified Professional Cloud Architect
  • Certified Contact Center Supervisor (CCCS) – Beacon Labs
  • QuickBooks Certified User (QBCU) - Vantage
  • Certified Resolving Customer Complaints Expert - Salesforce (2020)
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • ServSafe
  • HubSpot Service Hub Certification
  • Certified Cross-selling and Upselling Master - Microsoft Excel (2023)

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