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Skills

  • Appointment scheduling
  • Communications
  • Customer satisfaction tracking and reporting
  • Account management (program)
  • First Aid/CPR
  • Organization
  • Metric equipment
  • Product and service knowledge
  • Project organization
  • Process improvement

Work Experiences

  • Assisted customers with billing inquiries.
  • Had an excellent attendance record and was always on time for work.
  • Based on call center interactions.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Assisted customers with billing inquiries, reducing payment-related disputes by 83% during 18 months.
  • Transported QuickBooks to three years customer locations.
  • Based on post-call surveys.
  • Addressed reoccurring technical issues.
  • Achieved high performance in the call center.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Accomplished Telephone Agent recognized with President's Club.
  • Award-winning Telephone Agent recognized for Innovation Award, with a customer-first approach that emphasizes clear, concise communication and innovative problem-solving.
  • Boosted overall support quality.
  • Boosted upselling performance.
  • Pleasant, punctual, dependable, and computer literate.
  • Boosted call center efficiency by 79%.
  • Award-winning Telephone Agent recognized for Employee of the Year.
  • Advanced conflict resolution skills.
  • Remarkable telemarketer who is always able to provide excellent customer service.
  • Achieved a 52% success rate.

Accomplishments

  • Utilized multitasking and time management skills to handle an average of 15 inbound calls per day without compromising service quality.
  • Met and exceeded performance metrics such as average handle time (AHT) and average speed of answer (ASA) by 44%, leading the team in KPIs.
  • Implemented a chat-assisted multitasking tool, decreasing overall customer wait times by 69% and improving call flow efficiency.
  • Surpassed average call time benchmarks by 56%, reducing waiting time while maintaining exceptional customer satisfaction.
  • Worked to adapt new CRM tools that enhanced our ability to track KPIs and contributed to a 51% rise in performance on key metrics.
  • Developed and implemented call management strategies that consistently met SLA compliance, ensuring 23% on-time resolution.
  • Resolved product issue through consumer testing.
  • Led a cross-functional project that reduced average customer hold times by 47%, enhancing overall call center productivity.
  • Boosted caller satisfaction ratings by 32% after introducing tailored troubleshooting guides for common issues faced by customers.
  • Assisted up to 17 customers daily, offering product support, troubleshooting, and technical resolution, contributing to high service satisfaction.

Affiliations

  • Society of Workforce Planning Professionals (SWPP)
  • Telephone Doctor Customer Service Training – category
  • Customer Experience Professionals Association (CXPA)
  • Global Contact Center World (GCCW)
  • Society of Women Engineers
  • Rotary International
  • American Society of Safety Professionals
  • American Marketing Association
  • Jaycees
  • International Association of Call Centers (IACC)

Certifications

  • Apple Certified Associate (ACA)
  • Salesforce
  • CompTIA IT Fundamentals (ITF+) Certification
  • Upselling and Cross-Selling Techniques Certification - 2024
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Retention and Loyalty Program Certification - Cedar Works
  • Zendesk Support Administrator Certification
  • Certified Business Analysis Professional (CBAP)
  • Conflict Resolution and Problem Solving Certification - 2017

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