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Skills

  • Route management
  • Fleet dispatching
  • Client escalation and solution management
  • Data evaluation
  • Inventory control
  • Office equipment proficiency
  • Materials transport
  • Promotional support
  • Client issue troubleshooting
  • Transportation solution development

Work Experiences

  • Provided translation services for a 8-person team to meet the needs of French-speaking customers.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Customers were contacted about service upgrades, new category services, and account changes.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Provided excellent customer service by following up on issues, streamlined and improved.
  • Answered 15 daily phone calls in order to efficiently resolve program customer issues.
  • 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.
  • Assessed customer needs and upsold products and services to increase method sales.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and procedure data.

Summaries

  • Standard regulations and procedures are second nature to me.
  • Tier 2 Customer Service Representative with 18 years of metric customer service experience.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • 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.
  • Effective Tier 2 Customer Service Representative with 13 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Tier 2 Customer Service Representative with a 17-year track record in customer service and a strong aptitude for working in remote environments with little supervision.

Accomplishments

  • Enhanced the customer self-service experience by updating and restructuring knowledge base articles, resulting in a 47% improvement in case deflection rates.
  • Streamlined technical troubleshooting practices, contributing to an average reduction of 8 minutes per ticket resolution for complex multi-step cases.
  • Utilized CRM software to track and resolve over 15 support tickets monthly, ensuring compliance with Cedar Works's SLA standards.
  • Utilized ServiceNow to automate customer support workflows, reducing manual processes by 48% and improving team productivity.
  • Utilized ticketing system metrics to propose workforce adjustments, resulting in a 24% improvement in response times during peak periods.
  • Created and monitored customer analytics dashboards using Adobe Creative Suite, offering management actionable insights into customer behavior trends.
  • Implemented cross-functional collaboration processes and helped bridge communication between customer service and technical departments, resulting in better alignment of customer solutions.
  • Reduced customer wait times by 17% through better queue management and team coordination, resulting in improved customer satisfaction scores.
  • Developed a comprehensive reporting system using Tableau for customer interaction metrics, resulting in improved team accountability and performance visibility.
  • Successfully maintained a 35% SLA compliance rate for ticket responses and escalations over a two years period.

Affiliations

  • Chosen for the Customer Service Data Analysis Workshop held by Cedar Works in Chicago for two consecutive years
  • Certified on Salesforce for managing customer complaints and surveys, issued by procedure in 2023
  • Certified Customer Experience Professional (CCXP) from the Customer Experience Professionals Association completed in 2017
  • Member of the Professional Association for Customer Engagement (PACE) since 2022, focusing on reducing escalations
  • Member of the SOCAP (Society of Consumer Affairs Professionals), focusing on customer relations development
  • Member of Digital Customer Experience Management group, organized by program, actively contributing to forums on engagement strategies
  • Enrollment in a Power BI Customer Relationship Management (CRM) Certification course, completed in 2024
  • Completed Advanced Customer Support Specialist training at category, focusing on SLA management and KPI analysis
  • Recipient of the Top Performer Award for Service Management from Lakeside Partners for exceeding monthly KPIs by 31%
  • Certified Help Desk Manager through Help Desk Institute (HDI) completed in 2023

Certifications

  • Professional in Customer Engagement (PCE) Certification
  • CompTIA A+ Certification
  • Salesforce
  • Certified Complaint Management Specialist (CCMS) by ICMI
  • American Academy of Financial Management (AAFM)
  • Amazon Web Services (AWS) Certified Cloud Practitioner
  • Customer Service Excellence (CSE) Certification by Service Strategies
  • Certified Ethical Hacker (CEH)
  • SuperOffice CRM Technical Support Certification
  • Cisco Customer Success Manager Certification

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