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Skills

  • Data entry accuracy
  • Conflict resolution
  • Supervision
  • Churn reduction strategies
  • Call queue management
  • Communications
  • Call center telephony systems
  • First Aid/CPR
  • CRM system proficiency (e.g., QuickBooks)
  • Problem resolution

Work Experiences

  • Achieved over 38% increase in sales.
  • Applied problem-solving techniques.
  • Acted as subject-matter expert on Adobe Creative Suite, providing advanced troubleshooting that increased service ratings by an average of 48%
  • Assisted with post-sale support.
  • Went to safety training meetings to learn how to deal with medical and fire emergencies.
  • Put callers in touch with the appropriate professional, department, or company.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Kept escalations to a minimum by identifying and addressing client needs.
  • Assisted customers by efficiently managing 6 calls per day while maintaining professionalism and a positive tone.
  • Oversaw the delivery of method project by category team, which resulted in process.

Summaries

  • Achieved results across key service metrics.
  • Achieved a 40% reduction in onboarding times.
  • Throughout the service life cycle, be articulate, patient, and diplomatic.
  • Collected overdue balances effectively.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Collaborative team player with a history of leading weekly call calibration sessions to maintain high standards of communication and service quality.
  • Certified in OSHA with expertise in data protection and customer privacy protocols, maintaining 100% compliance and ensuring trustworthiness.
  • Within Miscellaneous, senior Telephone Representative and outstanding performer in performance reporting and cross-functional collaboration.
  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.

Accomplishments

  • Utilized conflict resolution techniques to address high-stress calls, decreasing call durations by an average of 18 minutes.
  • Independently handled an average of 7 customer inquiries daily, consistently achieving a 16% first-call resolution rate.
  • Created a detailed knowledge base for internal use, reducing the average agent training period by 17 weeks.
  • Implemented escalation protocols that reduced escalated call volumes by 30% and streamlined issue resolution processes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with product teams to address recurring product issues, providing insights that led to procedure enhancements.
  • Generated detailed reports analyzing call center performance, identifying areas for improvement and reducing unresolved issues by 67% annually.
  • Successfully recovered over $10 in outstanding balances by negotiating custom payment plans tailored to customer needs.
  • Collaborated with the quality assurance team to evaluate call quality, achieving a 30% improvement in assessment scores.
  • Trained 17 newly hired telephone representatives, resulting in a 35% improvement in customer satisfaction scores over 2017.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Freemason
  • Telecommunications Industry Association (TIA)
  • Global Contact Center Association (GCCA)
  • Customer Service Institute of America (CSIA)
  • Society of Women Engineers
  • Society of Human Resource Management
  • Toastmasters
  • Association for Talent Development (ATD)
  • Customer Relationship Management Institute (CRMI)

Certifications

  • Call Center Workforce Management Certification Meridian
  • Google Certified Professional Cloud Architect
  • ServiceNow Certified Implementation Specialist (CIS) Power BI
  • CompTIA Network+
  • Zendesk Customer Service Certification QuickBooks
  • Project Management Professional (PMP)
  • Certified Help Desk Specialist (CHDS) Harbor & Co.
  • Cisco Certified Internetwork Expert (CCIE)
  • Call Scripting Optimization and Best Practices Certification Summit Group
  • Certified Call Center Trainer Coach (CCTC) Beacon Labs

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