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Skills

  • Scripted calls
  • Data Accuracy in High Volume
  • Organization
  • De-escalation techniques
  • Team building
  • Process improvement
  • Documentation
  • Customer retention strategies
  • Billing and Payment Processing Accuracy
  • Communications

Work Experiences

  • Compiled weekly call performance data into detailed analytics reports, helping management identify areas for improvement.
  • Achieved 21% accuracy.
  • Compiled weekly call performance data.
  • Used advanced knowledge of offerings to troubleshoot ServiceNow issues.
  • Achieved results during a critical 18 months.
  • Built strong rapport with customers.
  • Implemented best practices throughout service calls, resulting in a 17% increase in customer satisfaction surveys.
  • Achieved this over 2018.
  • Collaborated effectively with account managers to assist in sales queries, augmenting revenue by $45,000 in 2015.
  • Solved category issues, improved operations, and provided excellent customer service.

Summaries

  • Throughout the service life cycle, be articulate, patient, and diplomatic.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Adept at using initiative to track and resolve cases.
  • Collaborative team player passionate about delivering solutions in fast-paced environments. Effectively managed an average of 18 inbound calls daily, maintaining composure while addressing customer needs promptly and professionally.
  • Clear understanding of team leadership and budget management as well as strategic planning training.
  • Achieved a 59% reduction in errors.
  • Specializes in juggling multiple tasks at the same time.
  • Accomplished Teleservice Representative.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Boosted team sales metrics.

Accomplishments

  • Documented and resolved framework which led to method.
  • Processed 18 customer transactions daily with 51% accuracy, ensuring compliance with company policies.
  • Maintained adherence to service level agreements, achieving an on-time response rate of 84%.
  • Utilized category to track customer interactions and follow up on unresolved issues, ensuring a resolution time of 18 months.
  • Designed and initiated remote training programs for newly hired teleservice agents, reducing the onboarding process time by 49%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Aligned with sales team to identify up-selling opportunities, increasing average sale per customer by $204,000.
  • Spearheaded customer satisfaction initiatives, resulting in 38% improvement in feedback scores across 17 channels.
  • Received Top Performer for surpassing performance expectations by 70% in 2020.
  • Collaborated with workforce management team to optimize shift scheduling, improving call coverage by 75%.

Affiliations

  • Call Center Network Group
  • International Council of Nurses
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • Local Chamber of Commerce - Customer Service Committee
  • Association of Information Technology Professionals
  • Association for Talent Development (ATD)
  • Professional Association for Customer Engagement (PACE)
  • International Customer Management Institute (ICMI)
  • Sales and Customer Experience Professionals (SCEP)

Certifications

  • Customer Engagement Specialist Certification (CESP) by CX University
  • SHRM Certified Professional (SHRM-CP)
  • Quality Assurance (ISO 9001) Lead Auditor Certification
  • Certified Contact Center Supervisor (CCCS) by ICMI
  • CompTIA Network+
  • Certified Professional Sales Person (CPSP)
  • Microsoft Certified: Dynamics 365 Fundamentals (CRM)
  • Certified Sales Executive (CSE)
  • GDPR Data Protection Officer (GDPR-DPO) Certification
  • Project Management Professional (PMP)

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