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Skills

  • Team oversight
  • Coaching and mentoring
  • POS systems expert
  • Status updates
  • Interdepartmental communication
  • Retail materials management
  • Professional telephone demeanor
  • Sales expertise
  • Complaint resolution
  • Company branding

Work Experiences

  • Achieved a cost reduction of $15.
  • Collaborated with the sales department to refine upselling strategies, directly leading to a 36% increase in post-service product sales.
  • Clearly communicated policies.
  • Achieved a 33% improvement in case resolution time.
  • Boosted department productivity by 81%.
  • Achieved a 41% increase in first-call resolution.
  • Collaborated with IT and Training teams to implement a new CRM system, reducing ticket response time by 60%.
  • Achieved a 17-point increase in Net Promoter Score (NPS).
  • Analyzed competitive data.
  • Recorded all customer calls in ServiceNow to avoid misunderstandings in the future and to make complete resolutions of individual issues easier.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Bring extensive high-call volume experience working with method consumers spanning 6 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Tableau expert with experience in performance reporting services.
  • Committed to providing world-class customer service while remaining professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and program abilities.
  • Excellent multitasking and prioritization skills are required to manage high call volumes.
  • Maintain exceptional customer service by staying up to date on company policies and asking specific questions to quickly pinpoint the source of problems.

Accomplishments

  • Re-engineered client onboarding documentation, reducing inquiry-related delays by 22% and improving overall customer experience.
  • Led continuous training workshops focused on soft skills and conflict resolution, improving customer handling efficiency by 20%.
  • Championed an initiative to analyze common customer queries, reducing repetitive contact and improving self-service options, leading to a 40% decrease in call volume.
  • Reduced overall customer churn by 43% through targeted retention strategies and personalized consultation services.
  • Implemented a customer advocacy program that improved client satisfaction scores, contributing to a 56% revenue increase in method.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with the marketing team on cross-sell campaigns, achieving a 21% uptick in products sold to existing customers.
  • Increased customer engagement scores by 58% through the development of focused service improvement strategies based on real-time customer feedback.
  • Streamlined feedback collection methods, increasing actionable customer insights that led to a 50% improvement in service outcomes.
  • Collaborated with team of 17 in the development of procedure.

Affiliations

  • Customer Service Management at program
  • Freemason
  • Help Desk Institute (HDI)
  • Association of Support Professionals (ASP)
  • National Association of Social Workers
  • Certified Business Relationship Manager (CBRM)
  • Rotary International
  • International Association of Administrative Professionals
  • Customer Success Association
  • Professional Association for Customer Engagement (PACE)

Certifications

  • Certified Business Process Professional (CBPP) by ABPMP
  • Advanced Customer Service Strategies Certification by category
  • Pega Customer Service System Architect Certification
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Success Manager Certification by SuccessHACKER
  • Customer Experience Management Excellence Certification by Harbor & Co.
  • Certified Support Center Manager (CSCM) by HDI
  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association (CXPA)
  • CompTIA Network+

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