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Skills

  • Route management
  • Conflict resolution and mediation
  • Technologically savvy
  • Miscellaneous regulations knowledge
  • Customer service
  • System implementation
  • Customer retention strategies
  • Promotional support
  • Data evaluation
  • Transportation solution development

Work Experiences

  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Trained 2 new employees in procedures and policies in order to improve team performance each quarter.
  • Provided Microsoft Excel consultations to customers, addressing method concerns.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Provided excellent customer service by following up on issues, improved and streamlined.
  • Used ServiceNow to complete strategic planning, which resulted in procedure.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.

Summaries

  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Customer service professional who is used to working in a fast-paced method call center environment.
  • Senior Service Associate with 9 years of experience resolving customer complaints and inquiries.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Well-versed in Miscellaneous best practices and standards.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.

Accomplishments

  • Partnered with the Quality Assurance and Product teams to identify service gaps, reducing customer service complaints by 26%.
  • Recognized for consistently meeting 22% issue resolution targets across a diverse client portfolio, receiving accolades from corporate clients.
  • Strengthened the internal feedback loop between support and product teams, reducing service errors by 49% over 6 quarters.
  • Spearheaded the launch of 4 key initiatives in CRM optimization, increasing team productivity by 54%.
  • Successfully onboarded and mentored 2 new team members over the course of 2024, increasing team capacity to handle high-volume service days.
  • Led cross-functional teams that streamlined customer support workflows, reducing average response times by 54%.
  • Successfully managed communications and reporting for escalated cases, reducing client churn by 32% over the course of 8 months.
  • Supported the execution of service-wide change management protocols, reducing team adaptation periods by 33% during high-volume seasons.
  • Provided detailed weekly reports on service level metrics, yielding data-driven insights and recommendations, leading to a 53% improvement in team productivity.
  • Directed daily operations of a high-performance support team, addressing 7 escalations per day while maintaining 17% SLA compliance.

Affiliations

  • Leader, Cross-Department Collaboration and Success Best Practices Consortium
  • Organizing Committee, Innovative Service Delivery Workshop, Boston (2015)
  • Board Member, Client Experience Leadership Group
  • Member, Service Level Agreement (SLA) Optimization Group (2021-Present)
  • Participant, Digital Customer Care Innovators Group
  • Attendee, National Conference on Analytics-Driven Service, Austin, 2018
  • Mentor, Service Leadership Development Program, Ironclad Systems
  • Member, Customer Experience Leaders Exchange (CXLE)
  • Honored with Annual Revenue Accountability Award, Service & Sales Division, Chicago, 2018
  • Member, Employee Training & Development Council (ETDC), 2024-Present

Certifications

  • Customer Service Leadership Certification – International Customer Service Association (ICSA)
  • Certified Service Executive (CSE) – Customer Service Institute of America (CSIA)
  • Lean Six Sigma Certification - Harbor & Co.
  • Certified Public Accountant (CPA)
  • Certified Call Center Manager (CCCM) – RCCSP Professional Education Alliance
  • Certified Digital Customer Service Specialist – Digital Customer Service Institute
  • Advanced Sales Management Certification – Learning Tree International or program
  • Certified Associate in Project Management (CAPM) - Project Management Institute (PMI)
  • Certified Client Support Specialist (CCSS) – Vantage
  • Six Sigma Green Belt - Ironclad Systems

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