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Skills

  • Microsoft Office expertise
  • Escalation management
  • Active listening and empathy
  • Data-driven decision making
  • Customer relations
  • Office equipment proficiency
  • Schedule mastery
  • Inventory control
  • Cross-functional collaboration
  • Coaching and team leadership

Work Experiences

  • Handled the needs of up to 2 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Used ServiceNow to complete quality assurance, which resulted in category.
  • Complied with program regulatory agencies' privacy and security requirements.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Consistently outperformed my daily credit card application goals.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Answered 3 daily phone calls in order to efficiently resolve framework customer issues.
  • Ranked as the most effective in automated out of 12 representatives.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.

Summaries

  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Motivated to keep customers happy and contribute to the company's success.
  • Trained in the use of SAP and has in-depth knowledge of risk assessment.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Mentoring and coaching skills in a dynamic professional.
  • Senior Customer Support Representative with over 9 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Senior Customer Support Representative with 13 years of initiative customer service experience.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.

Accomplishments

  • Streamlined onboarding for new support agents, lowering ramp-up time from 14 to 15 weeks and improving team efficiency.
  • Standardized reporting for common support issues, allowing the team to reduce repeat tickets by 81% across 18 months.
  • Consolidated fragmented support channels into a unified multi-channel system, improving overall response time by 43%.
  • Trained a team of 16 representatives on multi-channel support systems, driving 18% improvement in first-call resolution metrics.
  • Analyzed historical data to uncover support trends, informing targeted improvements that led to 85% fewer recurring issues.
  • Formulated an escalation process for handling high-priority customers, decreasing time-to-resolution by 8 minutes on average.
  • Spearheaded the creation of a self-service knowledge base, reducing inbound call volume by 28% within 17 months.
  • Developed a tiered support system that improved resolution handling times for complex inquiries by 35% over 18 weeks.
  • Led efforts to automate common workflow tasks, resulting in a 25% productivity increase for the support team within 13 months.
  • Utilized customer segmentation to offer personalized service solutions, improving the average time-to-resolution by 18 hours.

Affiliations

  • Member, National Support & Customer Experience Association (NSCEA) - Since 2020
  • Presenter on Churn Rate Reduction Strategies at program - 2016
  • Active Member, Help Desk Institute (HDI) - 2019 to present
  • Member, Society of Consumer Affairs Professionals (SOCAP) in Atlanta Chapter - 2018
  • Trainer, Support Workflow Optimization Program - HubSpot, 2017
  • Mentor, Emerging Support Professionals Training Initiative - Raleigh, 2022
  • Participant, Annual Customer Journey Mapping Workshop organized by Vantage, 2021
  • Instructor, Troubleshooting and Incident Management Workshop Series - 2020 to 2023
  • Affiliate, Service Strategies Association for Customer Support Professionals - Since 2021
  • Member, Customer Service Professionals Network (CSPN) - 2020 to Present

Certifications

  • Certified Multilingual Customer Service Representative
  • Certified Advanced Customer Service Expert (CACSE)
  • HubSpot Service Hub Software Certification
  • Certified Technical Support Call Center Representative
  • Customer Experience Specialist Advanced Certification
  • Call Center Leadership Mastery Certification
  • American Academy of Financial Management (AAFM)
  • Certified Escalation Manager Professional
  • CompTIA Customer Support Specialist (CSS)
  • Certified Customer Service Specialist (CCSS)

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