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Skills

  • Leadership
  • Order fulfillment
  • Microsoft Office Suite proficiency
  • Staff education and training
  • Strategic sales knowledge
  • Cash Handling
  • Status updates
  • Interdepartmental communication
  • Team oversight
  • Order management

Work Experiences

  • Coordinated cross-functional teams.
  • 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.
  • Analyzed service call data and identified patterns, implementing targeted coaching that increased overall team efficiency by 44%.
  • Collaborated with the sales department.
  • Investigated product locations and arranged for drop shipments if items were located at different facilities.
  • Greeted customers and listened intently to the problems they described in order to come up with solutions.
  • Conducted root-cause analysis of customer service bottlenecks.
  • Boosted department productivity by 81%.
  • Managed more than 7 accounts in the standard industry.

Summaries

  • Very knowledgeable about ServiceNow, as well as metric competitors and offerings.
  • Excellent multitasking and prioritization skills are required to manage high call volumes.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Customer service specialist with experience in lead generation, customer relationship development, and sales.
  • Offering 8 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Tableau expert with experience in performance reporting services.
  • Well-versed in Adobe Creative Suite and a consistent performer when it comes to sales goals.
  • Senior Customer Service Consultant is a service-oriented Senior Customer Service Consultant with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Streamlined feedback collection methods, increasing actionable customer insights that led to a 50% improvement in service outcomes.
  • Led a service transformation initiative that resulted in a 65% increase in customer satisfaction ratings (NPS) for priority product lines.
  • Mentored and trained a team of 15 new hires, cutting onboarding time by 65% and improving first-contact resolution by 47%.
  • Championed an initiative to analyze common customer queries, reducing repetitive contact and improving self-service options, leading to a 40% decrease in call volume.
  • Redesigned customer service protocols for a major rebranding campaign, resulting in a 44% increase in brand loyalty and customer satisfaction.
  • Managed and resolved escalated cases, resulting in the reduction of overall complaints by 44% during 2022.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 17 in the development of procedure.
  • Developed customer feedback analytics that informed service improvements, resulting in a 45% improvement in response times.
  • Created process improvement initiatives that reduced average handle times by 53% while maintaining high service accuracy.

Affiliations

  • Freemason
  • Customer Service Institute of America (CSIA)
  • American Marketing Association
  • International Council of Nurses
  • Toastmasters
  • Global Call Center Association (GCCA)
  • Society for Talent Development (ATD) – Customer Service Trainer
  • Customer Service Management at program
  • Society of Human Resource Management
  • American Society for Quality (ASQ)

Certifications

  • Lean Six Sigma Black Belt by system
  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professionals Association (CXPA)
  • Certified Customer Service Leader (CCSL) by Northwind
  • Pega Customer Service System Architect Certification
  • Social Media Customer Service Certification by Microsoft Excel
  • Certified Customer Engagement Officer (CCEO) by Beacon Labs
  • Certified Professional in Customer Insights and Analytics by method
  • Salesforce Service Cloud Consultant Certification
  • Certified Digital Customer Experience Consultant (CDCEC)
  • Cisco Certified Internetwork Expert (CCIE)

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