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Skills

  • Time management
  • Recordkeeping strengths
  • Data entry
  • Receiving support
  • Key stakeholder relationship building
  • Team Leadership
  • Microsoft Office Suite proficiency
  • Payment processing
  • Service standard compliance
  • Bilingual customer service

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Welcomed, greeted, and assisted customers, generating $11 in three years revenue in a high-traffic store.
  • Processed 3 invoices and mailed documentation to clients each 6 months.
  • Was quick to respond to potential customers' questions and requests.
  • Assisted and cross-trained other customer service managers.
  • Handled over 15 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Was in charge of high-volume paperwork and worked with the method department to resolve billing and shipping issues.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Service Center Associate with 11 years of experience in dealing with customer requests and concerns.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Service Center Associate is a service-oriented Service Center Associate with unrivaled customer service, task prioritization, and time management skills.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 6 years.
  • Service Center Associate is a multi-talented Service Center Associate who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Successfully upsold QuickBooks during customer interactions, leading to 5 additional sales per month.
  • Supported 7 regional service locations, managing a wide array of customer service issues across international time zones.
  • Resolved escalated customer issues leveraging data analytics, consistently closing cases within 6 months.
  • Designed new customer service workflows that increased productivity by 39% across 4 service centers.
  • Increased sales conversion rates by 57% through effective cross-functional customer engagement during support interactions.
  • Achieved 33% year-over-year growth in customer satisfaction ratings through enhanced service offerings.
  • Documented and resolved system which led to standard.
  • Reduced customer complaint resolution time by 18 months through the implementation of improved ticketing system protocols.
  • Consistently exceeded key performance metrics, including customer satisfaction (CSAT) scores by 35% annually.
  • Facilitated training sessions for new hires, increasing onboarding success rates by 43%.

Affiliations

  • American Society of Safety Professionals
  • American Medical Informatics Association
  • International Association for Customer and Contact Professionals (IACCP)
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • Global Service Center Management Association (GSCMA)
  • Interactive Customer Service and CRM Professionals Group
  • Project Management Institute
  • Certified Customer Experience Professional (CCXP) Credential
  • Association for Supply Chain Management (APICS)

Certifications

  • Interpersonal Skills for Customer Service – Vantage
  • Quality Management Systems (QMS) Certification – Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • Six Sigma Yellow Belt Certification Meridian
  • Advanced Call Center Software Management Certification – QuickBooks
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Service Professional (CCSP)
  • Certified Revenue Cycle Professional (CRCP)
  • Project Management Professional (PMP)
  • Certified Servicing Specialist (CSSP) – Cedar Works

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