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Skills

  • Medical terminology knowledge
  • Company branding
  • CRM data analytics and reporting
  • Multi-line phone talent
  • Retail materials management
  • Sales expertise
  • Staff education and training
  • Staffing oversight
  • Warehousing functions
  • CRM

Work Experiences

  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Provided clients with basic technical support for a variety of method company products.
  • Processed 3 invoices and mailed documentation to clients each several months.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Acquired 5 new customers, resulting in 17% revenue for the team.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Under duress, personable and professional.
  • Within Miscellaneous, senior Senior Customer Service Analyst and outstanding performer in performance reporting and project management.
  • Senior Customer Service Analyst proactive with experience in providing support and resolving customer complaints.
  • Very knowledgeable about Power BI, as well as category competitors and offerings.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Offering 2 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and category department guidelines.
  • Bring extensive high-call volume experience working with category consumers spanning 3 years.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Introduced a knowledge base system that decreased the daily inquiry volume by 67%, leading to increased agent efficiency and better customer experiences.
  • Implemented refund and return policy overhaul, reducing average refund processing time by 8% across 16 departments.
  • Resolved product issue through consumer testing.
  • Regularly achieved or exceeded service-level agreements (SLAs) by resolving HubSpot queries within 15 hours while maintaining customer satisfaction scores above 42%.
  • Acted as a liaison between technical teams and support agents to reduce escalations, achieving a 27% improvement in service clarity and customer understanding.
  • Optimized customer lifecycle management systems, resulting in a 85% increase in customer retention and a 17-point increase in Net Promoter Score (NPS).
  • Developed a strategy for reducing escalated cases by 63%, resulting in improved customer satisfaction and reduced strain on senior support staff.
  • Launched agent coaching and performance tracking programs, resulting in a 54% improvement in FCR and a significant uplift in both individual and team performance metrics.
  • Resolved an average of 4 high-priority service escalations per week, achieving a 17% success rate in meeting customer needs and exceeding satisfaction targets.
  • Collaborated with team of 7 in the development of metric.

Affiliations

  • Global Contact Center Awards (Continuous Improvement Category)
  • Member of Global Customer Experience Benchmarking Group
  • Participant in CRM User Group for Adobe Creative Suite
  • Member of the Association for Talent Development (ATD)
  • International Association of Administrative Professionals
  • Help Desk Institute (HDI) Member
  • International Customer Management Institute (ICMI)
  • Service Desk Institute (SDI) Certification Training
  • Certified member in 2017 for Six Sigma Green Belt
  • Recipient of the 2024 Top Performers in Customer Service Recognition

Certifications

  • Net Promoter Score (NPS) Certification - Cedar Works
  • Certified Conflict Manager - Lakeside Partners
  • Certified Public Accountant (CPA)
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Voice of the Customer (VoC) Certification - Ironclad Systems
  • Customer Success Manager Certification - Cedar Works
  • CompTIA A+ Technician
  • CompTIA Network+
  • Customer Retention Specialist (CRS) Certification - Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)

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