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Skills

  • Training and mentoring
  • Team building
  • MS Office
  • First Aid/CPR
  • Project organization
  • Invoice generation
  • Efficiency in cross-department collaboration
  • Mentoring and onboarding
  • Dining reservations
  • KPI Analysis and Reporting

Work Experiences

  • Achieved a reduction of 58%.
  • Saved money by developing functional solutions to method problems.
  • Achieved 40% reduction in response time.
  • Achieved results in 2015.
  • Assisted customers with troubleshooting SAP, minimizing technical support calls by 19% within several months.
  • Finished metric of project, which resulted in procedure.
  • Collaborated with marketing teams to offer personalized promotional services, leading to a 16% increase in customer opt-ins.
  • Answered 10 phone calls per the past year to assist customers.
  • Achieved 44% success rate in time-sensitive escalations.
  • Achieved a 80% improvement in satisfaction.

Summaries

  • Accomplished agent experienced in customer feedback analysis.
  • Active leader with excellent communication and collaboration skills.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Adept at managing multiple communication channels, ensuring quick resolution of complaints and minimizing negative feedback.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Expert in system with a strong aptitude for spearheaded and streamlined.
  • Looking for a position in the hospitality industry at a luxury resort to help promote high levels of customer satisfaction.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Service Express Agent.
  • Service Express Agent and team leader with 6 years of experience in framework settings.
  • With hands-on experience, eager to learn new skills and advance knowledge.

Accomplishments

  • Successfully resolved customer escalations, maintaining a customer satisfaction rate above 75% for 2016.
  • Maintained team KPIs above 43% SLA across all departments by managing real-time customer interactions and improving workflow efficiency.
  • Improved SLA compliance by 16%, ensuring that 8 of customer requests were handled within required timeframes.
  • Efforts in enhancing service products contributed to a 17% increase in customer sentiment scores in post-service surveys.
  • Efficiently managed call center staffing during emergencies or peak times, reducing customer hold time averages by 10 minutes.
  • Successfully scheduled and coordinated 13 service appointments per day ensuring a 49% reduction in missed service windows.
  • Implemented new call-handling protocols during peak service hours, reducing customer wait times by $7 monthly.
  • Tracked performance metrics with Microsoft Excel, enabling management to spot service bottlenecks and improve agent efficiency by 57%
  • Worked closely with the engineering to identify and address systemic client service issues, improving first-call resolution by 24%.
  • Used Tableau to handle escalations, achieving a 38% decrease in unresolved customer complaints for 2021.

Affiliations

  • Completed certification in Service Incident Management from the International Emergency Management Institute 2016, focusing on reducing service downtimes.
  • Member of the Professional Development Association for Service Managers, participated in leadership development seminars to enhance mentoring abilities.
  • Member of the Professional Association for Customer Engagement (PACE), focused on promoting excellence in customer and service communication.
  • Active Member, United States Service Excellence Council (USSEC), continually developing industry-specific service improvement initiatives.
  • Completed cross-functional teamwork training through the National Communication Association (NCA), with a focus on enhancing collaborative efforts for service teams.
  • Affiliate of International Association of Administrative Professionals (IAAP), specializing in office technology and service troubleshooting.
  • Member, Association for Talent Development (ATD) for enhancing team training and mentoring skills for service quality improvement.
  • Member, American Customer Service Association (ACSA), actively participating in webinars and industry events related to service excellence.
  • Affiliate, National Service Coordinator Association (NSCA), learning to improve service appointment management and minimize missed windows.
  • Certified Service Representative through the National Retail Federation 2019, specializing in systems training and customer service management.

Certifications

  • Technical Support Specialist (TSS) Certification - HDI
  • Customer Support Specialist Certification - International Customer Service Association (ICSA)
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR
  • Customer Service Excellence Certification Harbor & Co.
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Customer Success Manager (CSM) Certification - SuccessHACKER
  • Certified Front Desk Representative - American Hotel & Lodging Educational Institute
  • Certified Technology Specialist (CTS) – AVIXA
  • Certified Service Leader Program - metric

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