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Skills

  • Clerical support
  • Business development understanding
  • Schedule mastery
  • Client renewal negotiations
  • Product organization
  • Direct sales
  • Data evaluation
  • Technologically savvy
  • Customer retention strategy development
  • Dispute resolution

Work Experiences

  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Used Workday to complete data analysis, which resulted in program.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Consistently outperformed my daily credit card application goals.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Took 15+ inbound calls per day and directed them to the appropriate people or departments.
  • Was in charge of processing customer account changes.

Summaries

  • Customer service professional who is used to working in a fast-paced framework call center environment.
  • Excel in QuickBooks offerings, Asana use, and risk assessment.
  • Working with regulatory limits and metric department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Mentoring and coaching skills in a dynamic professional.
  • Customer satisfaction has been proven to rise in the past.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Client service professional with 15 years of experience interacting with clients.

Accomplishments

  • Consistently exceeded KPIs across subscriber support interactions, achieving a 54% increase in positive reviews.
  • Built and maintained strong relationships with subscribers through proactive resolution of technical, product, and billing inquiries, contributing to a 25% increase in NPS (Net Promoter Score).
  • Created subscriber satisfaction surveys, providing actionable data that influenced roadmap planning, leading to 58% user acquisition growth.
  • Collaborated with compliance to create training materials for internal teams, helping to improve first-contact resolution rates by 57%.
  • Developed a comprehensive onboarding guide for new subscribers, reducing onboarding time by 4% while boosting retention.
  • Authored weekly reports on subscriber feedback, sharing critical insights with stakeholders to shape product updates and improve retention.
  • Developed and executed a new upsell strategy that resulted in a 66% increase in upgraded subscriptions within several months.
  • Devised a customer success strategy that increased upsell conversion rates by 36%, improving revenue by 2.
  • Managed detailed call logs and case resolutions, ensuring a 21% compliance rate with SLAs (Service-Level Agreements).
  • Resolved Asana subscription-related technical issues by troubleshooting, reducing service backlog by 15%.

Affiliations

  • Participated in the CRM Certificate Program from process.
  • Member of the Atlanta Chamber of Commerce customer service committee, collaborating to understand local trends in subscription services.
  • Certification in Customer Relationship Management (CRM) through the International Association for Customer Service Professionals.
  • Board member of the Service Quality Professionals Association, where we examine methods for improving recurring service resolution times.
  • Certified Specialist in Customer Relationship Management from the procedure, focused on enhancing client retention capacity.
  • Among the program% of graduating class in system, achieved in 2019, with focus on CRM solutions and customer service.
  • Active participant in procedure Annual Summit on Customer Retention to exchange direct experiences with industry innovation.
  • Volunteer for procedure’s career mentorship program, offering guidance on service excellence.
  • Member of the International Customer Management Institute (ICMI) since 2024, contributing to discussions on customer experience improvement.
  • Affiliated with the Society of Consumer Affairs Professionals (SOCAP) to stay up-to-date on industry trends in subscriber service excellence.

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Apple Certified Associate (ACA)
  • Google Analytics Individual Qualification (GAIQ)
  • Oracle Subscription Management Cloud Specialist
  • Customer Experience Management Professional (CEMPRO)
  • Advanced Data Insights and Analytics Certification
  • Salesforce Certified Administrator
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Security+
  • Certified Analytics Professional (CAP)

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