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Skills

  • Training development aptitude
  • POS systems expert
  • Medical terminology knowledge
  • Order fulfillment
  • Customer care plan personalization
  • Corporate client relationship management
  • Escalation management for complex issues
  • Stock management
  • Report preparation
  • Customer relationship management (CRM) proficiency

Work Experiences

  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Acquired 13 new customers, resulting in 3% revenue for the team.
  • Handled over 15 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Provided clients with basic technical support for a variety of procedure company products.
  • Was in charge of high-volume paperwork and worked with the standard department to resolve billing and shipping issues.

Summaries

  • Under duress, personable and professional.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Senior Customer Support Coordinator who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • 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.
  • Offering 17 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to exceeding expectations and leading the team to success.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Hardworking Senior Customer Support Coordinator with 2 years of telecommuting experience meeting customer needs.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Created and maintained 14-ticket resolution reports, providing leadership with data-driven insights and identifying trends to proactively address recurring support challenges.
  • Resolved product issue through consumer testing.
  • Received OSHA in Adobe Creative Suite, applying advanced-level expertise to manage escalated cases and improving KPIs across the board.
  • Acted as a key point of contact for clients during critical incidents, ensuring transparent communication and reducing customer impact during outages.
  • Redesigned internal customer success reporting, providing actionable data insights that contributed to quarterly goal achievement across a team of 11.
  • Documented and resolved system which led to metric.
  • Managed and tracked team performance through custom Zendesk dashboards, increasing visibility into workload distribution and driving a 48% improvement in response times.
  • Collaborated with team of 14 in the development of category.
  • Authored internal knowledge base articles, resulting in a 47% reduction in escalations to 2nd-tier support within 16 weeks.
  • Negotiated solutions with unhappy customers, managing escalations that resulted in the retention of 57% of potentially lost accounts post-incident.

Affiliations

  • Certified Zendesk Expert 2019
  • International Customer Management Institute (ICMI) Member
  • Service Desk Institute (SDI) Affiliate
  • Zendesk Certified Admin 2018
  • Member of the American Society for Quality (ASQ)
  • Leadership Certification from process, Focus in Customer Care
  • Association for Supply Chain Management (APICS)
  • Certified Customer Success Manager (CCSM) from SuccessCOACHING
  • Support Driven Community Membership
  • ITIL Foundation Certified, 2023

Certifications

  • CompTIA Security+
  • Advanced Problem Resolution Certification (APRC) - Ironclad Systems
  • Certified in Data-Driven Customer Support Insights (DDCSI)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Service Professional (CCSP) - Vantage
  • Certified Call Center Manager (CCCM) - Summit Group
  • ITIL Foundation Certification (Service Management)
  • Certified Public Accountant
  • Lean Six Sigma Yellow Belt – Process Improvement
  • CompTIA Customer Service Fundamentals - 2018

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