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Skills

  • Key holder experience
  • Conflict resolution
  • Account management
  • Shipping procedures understanding
  • Cross-functional team leadership
  • Key stakeholder relationship building
  • Vendor relationship management
  • Client relationship building
  • Contract negotiation
  • Continuous Improvement

Work Experiences

  • Kept the framework and standard areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Welcomed, greeted, and assisted customers, generating $3 in two years revenue in a high-traffic store.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Contributed to $16 in annual store sales per the past year.
  • Acquired 7 new customers, resulting in 5% revenue for the team.
  • Increased the team's revenue by over $9 in sales.
  • Provided ongoing guest service, which included SAP recommendations.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Bring extensive high-call volume experience working with program consumers spanning 7 years.
  • Customer Service Representative with 9 years of retail experience in fast-paced, team-oriented environments.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and process department guidelines.
  • Service Delivery Agent with 3 years of successful strategic planning and data analysis experience.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 17 years.
  • Worker with a strong understanding of category organization and program product issues.
  • Strengths in performance reporting and project management backed up by Miscellaneous training.

Accomplishments

  • Coordinated the successful launch of project management, resulting in increased market penetration and revenue growth of 23% in the first the past year.
  • Resolved product issue through consumer testing.
  • Developed risk management protocols and contingency plans, decreasing incident recurrence rate by 42%, which resulted in a smoother service delivery process.
  • Optimized staff shift scheduling, decreasing overtime costs by 79% while maintaining an overall SLA compliance rate of 16%.
  • Facilitated team workshops and knowledge-sharing sessions, improving the group's overall problem-solving skills and reducing resolution times by 61%.
  • Achieved an 59% monthly customer satisfaction rate, as verified by post-call surveys and feedback analysis.
  • Contributed to quality assurance processes, identifying key areas for improvement that resulted in a 72% reduction in customer complaints.
  • Maintained and built relationships with 16 high-profile accounts, ensuring a 53% renewal rate and continued client satisfaction.
  • Implemented a customer feedback loop, resulting in actionable insights that led to a 33% uplift in service quality within one year.
  • Enhanced system uptime by 15% through ongoing system diagnostics, preventative maintenance, and swift issue resolution.

Affiliations

  • International Association of Outsourcing Professionals (IAOP)
  • Information Technology Industry Council (ITI)
  • Global Professional in Service Delivery and Support (GPSDS)
  • Infrastructure as a Service (IaaS) Promotion Council
  • Accredited Customer Service Professional (ACSP) – initiative
  • Project Management Institute (PMI)
  • Information Systems Audit and Control Association (ISACA)
  • Certified Professional in Business Process Management (CPBPM) – 2023
  • American Marketing Association
  • American Society of Safety Professionals

Certifications

  • Certified Professional in Service Delivery Management (CPSDM)
  • Project Management Professional (PMP)
  • Certified Service Delivery Manager (CSDM)
  • Certified Process Improvement Specialist
  • PRINCE2® Foundation Certification
  • HDI Support Center Analyst Certification
  • Lean IT Foundation Certification
  • Microsoft Certified: Dynamics 365 Fundamentals
  • Cisco Certified Internetwork Expert (CCIE)
  • Lean Six Sigma Yellow Belt

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