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Skills

  • Recordkeeping strengths
  • Change Management
  • POS systems expert
  • Key holder experience
  • Vendor relationship management
  • Client Feedback Analysis
  • Training and development
  • Customer service best practices
  • Shipping procedures understanding
  • Receiving support

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Was quick to respond to potential customers' questions and requests.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Provided clients with basic technical support for a variety of category company products.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Used a POS system to itemize and total the purchases of 10 customers.
  • Welcomed, greeted, and assisted customers, generating $3 in two years revenue in a high-traffic store.

Summaries

  • Dedicated to meeting and exceeding system objectives through effective communication and program abilities.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Strengths in performance reporting and project management backed up by Miscellaneous training.
  • Bring extensive high-call volume experience working with program consumers spanning 7 years.
  • Service Delivery Agent is a service-oriented Service Delivery Agent with unrivaled customer service, task prioritization, and time management skills.
  • Tableau expert with 12 years of experience in related roles.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Hardworking Service Delivery Agent with 9 years of telecommuting experience meeting customer needs.

Accomplishments

  • Documented and resolved initiative which led to method.
  • Spearheaded automation initiatives, reducing manual processing times by 49% and accelerating service delivery cycles.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained and mentored 10 new team members, reducing team ramp-up times by 73%, and improving onboarding time efficiency.
  • Coordinated the successful launch of project management, resulting in increased market penetration and revenue growth of 23% in the first the past year.
  • Championed a customer service improvement program that led to a 21% drop in negative customer escalations.
  • Developed risk management protocols and contingency plans, decreasing incident recurrence rate by 42%, which resulted in a smoother service delivery process.
  • Contributed to quality assurance processes, identifying key areas for improvement that resulted in a 72% reduction in customer complaints.
  • Directed a system overhaul project involving Asana, cutting incident response times by 78% while maintaining system stability.
  • Built strong rapports with stakeholders to ensure seamless communication, contributing to overall service satisfaction gains of 32% %.

Affiliations

  • Association for Computing Machinery
  • IT Service Management Forum (itSMF)
  • Association of Information Technology Professionals
  • Association for Talent Development (ATD)
  • Customer Service and Support Professionals (CSSP)
  • Professional Association for Customer Engagement (PACE)
  • Information Technology Industry Council (ITI)
  • Customer Insight, Retention, and Satisfaction Experts (CISE)
  • Infrastructure as a Service (IaaS) Promotion Council
  • Certified Professional in Business Process Management (CPBPM) – 2023

Certifications

  • Certified Technology Manager in Service Delivery
  • ITIL Foundation Certification in IT Service Management
  • HDI Support Center Analyst Certification
  • Certified Public Accountant (CPA)
  • Six Sigma Green Belt Certification
  • ServSafe
  • Lean IT Foundation Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Lean Six Sigma Yellow Belt

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