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Skills

  • Stocking and replenishing
  • Call volume handling
  • Adaptability in fast-changing environments
  • CRM software proficiency (e.g., initiative)
  • Customer satisfaction optimization
  • Data-driven decision making
  • Recordkeeping strengths
  • POS systems expert
  • Team leadership and development
  • Account management and upgrades

Work Experiences

  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Assisted and cross-trained other customer service managers.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customer service training processes were implemented and developed by me.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Collaborated with vendors to plan more than 12 daily pickups and weekly deliveries.
  • Provided clients with basic technical support for a variety of program company products.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • QuickBooks and category techniques have been taught to me.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Within Miscellaneous, senior Telecommunications Representative and outstanding performer in budget management and team leadership.
  • Worker with a strong understanding of metric organization and framework product issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Miscellaneous clients.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Designed and conducted ongoing workshops for Workday with customer service teams, increasing customer satisfaction scores by 43%.
  • Delivered sales presentations to prospective clients and converted 40% of pitches into long-term business contracts.
  • Developed and monitored a queue prioritization system that decreased wait times for high-profile customer accounts by 74%.
  • Reduced customer churn by 58% through proactive account management and personalized service delivery for key accounts.
  • Regularly achieved customer follow-up within 2 hours of inquiry, maintaining 43% positive feedback rate from customer satisfaction surveys.
  • Partnered with technical departments to streamline system diagnostics, improving troubleshooting effectiveness by 30%.
  • Successfully migrated 8 clients to an updated telecommunications platform with zero downtime during a one year-based project.
  • Trained and mentored an onboarding class of 8 new agents, resulting in an accelerated learning curve and a 64% increase in team performance.
  • Consistently resolved customer complaints to the complete satisfaction of clients, resulting in a 34% increase in repeat business.
  • Optimized customer feedback workflows, leading to a 46% increase in positive customer satisfaction survey scores over several months.

Affiliations

  • Volunteer, Telecommunications Without Borders Organization
  • Participant, Uptime Institute Network Reliability Programs
  • Jaycees
  • Volunteer, Telecommunications Education & Assistance in Multiple-languages (TEAM)
  • Toastmasters
  • International Association of Administrative Professionals
  • Active Member, North American Network Operators Group (NANOG)
  • American Marketing Association
  • Association for Computing Machinery
  • Freemason

Certifications

  • CompTIA Security+
  • SIP Communications Certified Expert HubSpot
  • AWS Certified Solutions Architect – Associate
  • Technical Support Professional Certification Vantage
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Systems Auditor (CISA)
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified Customer Experience Professional (CCXP)
  • Customer Service Excellence Certification Northwind

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