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Skills

Complaint resolution
Stocking and replenishing
Customized reporting and dashboards
Stakeholder relationship management
Recordkeeping strengths
CRM
Route dispatch
Customer Retention Strategy
POS systems expert
Professional telephone demeanor

Work Experiences

Assisted and cross-trained other customer service managers.
Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
Used a POS system to itemize and total the purchases of 13 customers.
Routed incoming calls to the most qualified personnel and departments within the company.
Backorder availability, future inventory, and special orders were all discussed with vendors.
Contributed to $16 in annual store sales per several months.
Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
Followed all customer call guidelines, such as service levels, handling time, and productivity.
Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
Motivated to keep customers happy and contribute to the company's success.
Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 14 years.
Hardworking Solution Center Consultant with 16 years of telecommuting experience meeting customer needs.
Empathy, dependability, and enthusiasm for customer satisfaction.
Jira and system techniques have been taught to me.
Dedicated to achieving established targets and team goals and has a track record of success.
Bring extensive high-call volume experience working with system consumers spanning 3 years.
Achieved success in providing unsurpassed customer service.
Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

Optimized customer onboarding processes, which reduced client churn rate by 55% in 15 months.
Led cross-functional teams in integrating initiative, contributing to a 78% reduction in manual processing errors.
Mentored junior consultants on best practices related to ServiceNow, resulting in a 43% improvement in onboarding success rate.
Played a key role in handling escalated support issues, resolving 37% of high-priority cases within 6 months.
Drove strategic initiatives for upgrading Workday that resulted in 73% cost savings for clients.
Enhanced internal reporting mechanisms, improving weekly performance tracking by 69% across solution center teams.
Developed client-facing documentation for complex solutions, reducing follow-up queries by 77% within several months.
Collaborated on the development of an internal knowledge base, reducing average time spent resolving common issues by 64%.
Documented and resolved standard which led to initiative.
Resolved product issue through consumer testing.

Affiliations

National Association of Social Workers
Society for Information Management (SIM)
LinkedIn Learning - Professional Development for Consultants
American Marketing Association
Harvard Business School Online - Leadership & Management Affiliation
Technology Services Industry Association (TSIA)
Open Group Architecture Framework (TOGAF) Members Group
Business Analysis Body of Knowledge (BABOK) Membership
Project Management Institute (PMI)
Association of Information Technology Professionals (AITP)

Certifications

Amazon Web Services (AWS) Certified Solutions Architect
SHRM Senior Certified Professional (SHRM-SCP)
ServSafe
Cisco Certified Network Professional (CCNP)
Zendesk Support Administrator Expert
Oracle Certified Professional Cloud Architect
Certified Ethical Hacker (CEH)
Cisco Certified Internetwork Expert (CCIE)
Certified Information Technology Professional (CITP)
Microsoft Certified: Dynamics 365 Fundamentals

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