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Skills

  • Customer satisfaction management
  • Medical terminology knowledge
  • Complaint resolution
  • Training program development
  • Service standard compliance
  • First Call Resolution Optimization
  • Onboarding facilitation for new hires
  • First-level technical support
  • Critical Thinking Under Pressure
  • Account management

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • Acquired 15 new customers, resulting in 13% revenue for the team.
  • Ensure that customers and internal departments are properly communicated with.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customer service training processes were implemented and developed by me.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Created and maintained a detailed database to develop promotional sales.
  • Averaged 18 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Microsoft Excel expert with experience in quality assurance services.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • 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 11 years.
  • Service Intern proactive with experience in providing support and resolving customer complaints.
  • Service Intern is a service-oriented Service Intern with unrivaled customer service, task prioritization, and time management skills.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and category department guidelines.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.

Accomplishments

  • Facilitated smooth communication between the field service team and customers, reducing response times by 36%.
  • Reduced team errors in processing service requests by developing and implementing a streamlined request validation process.
  • Collaborated with team members to implement new service standards, resulting in a 43% reduction in task completion times.
  • Improved efficiency in service delivery by reducing repeat service calls by 82% after delivering comprehensive service instructions to clients.
  • Developed and maintained an accurate service pricing model, achieving 12% accuracy in cost predictions and improving profit margins.
  • Collaborated with team of 17 in the development of method.
  • Led the development and integration of a new service tracking tool, reducing the average service reporting time by 4 hours per week.
  • Reduced part requisition cycle times by 37% through the creation of an automated inventory forecasting system.
  • Facilitated resolution of complex technical issues, achieving a 51% improvement in overall service turnaround time.
  • Resolved product issue through consumer testing.

Affiliations

  • Service Excellence Canada
  • National Association for Business Resources (NABR)
  • Society for Customer Service Innovation (SCSI)
  • Customer Services Group (CSG) - Regional Chapter
  • National Association of Social Workers
  • Technical Support Alliance Network (TSAN)
  • International Association of Administrative Professionals
  • National Society of Professional Service Administrators
  • HDI Service and Support Membership
  • Certified Service Desk Manager (CSDM) Certification

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Virtual Customer Service Certification
  • Service Leadership Certificate – Cedar Works
  • ISO 9001: Customer Satisfaction Management Certification
  • Certified IT Service Management (CITSM)
  • ITIL Foundation Certification
  • Advanced Service Management Certification
  • Apprenticeship in Customer Care Services QuickBooks

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