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Skills

  • International sales support
  • Route dispatch
  • Productivity improvement
  • Stakeholder collaboration
  • Complaint resolution
  • Client Feedback Analysis
  • Account management
  • Key Performance Indicator (KPI) Monitoring
  • Cross-functional team leadership
  • Sales expertise

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Used a POS system to itemize and total the purchases of 10 customers.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customer service training processes were implemented and developed by me.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Hardworking Service Delivery Agent with 9 years of telecommuting experience meeting customer needs.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Achieved an 59% monthly customer satisfaction rate, as verified by post-call surveys and feedback analysis.
  • Spearheaded automation initiatives, reducing manual processing times by 49% and accelerating service delivery cycles.
  • Worked with cross-functional teams to improve client satisfaction, resulting in a 32% positive increase in Net Promoter Score (NPS) within the past year.
  • Directed a system overhaul project involving Asana, cutting incident response times by 78% while maintaining system stability.
  • Consistently provided high-quality support for escalated customer issues, securing 18 in recurring contracts and increasing client retention by 72%.
  • Implemented a customer feedback loop, resulting in actionable insights that led to a 33% uplift in service quality within one year.
  • Resolved product issue through consumer testing.
  • Built strong rapports with stakeholders to ensure seamless communication, contributing to overall service satisfaction gains of 32% %.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Prepared and delivered client reports for high-profile accounts, ensuring 59% compliance with contractual terms and updates.

Affiliations

  • Toastmasters
  • Cloud Security Alliance (CSA)
  • National Association of Social Workers
  • IT Service Management Forum (itSMF)
  • Lean Six Sigma Certification initiative
  • Customer Experience Professionals Association (CXPA)
  • Society of Women Engineers
  • Rotary International
  • Global IT Management Association (GITMA)
  • DevOps Agile Skill Association (DASA)

Certifications

  • Certified Professional in Service Delivery Management (CPSDM)
  • Certified in Risk and Information Systems Control (CRISC)
  • ServSafe
  • Lean IT Foundation Certification
  • Service Desk Analyst Certification
  • Lean Six Sigma Yellow Belt
  • ITIL Foundation Certification in IT Service Management
  • Certified Technology Manager in Service Delivery
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce

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