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Skills

  • Stockroom procedures
  • Active listening skills
  • Direct sales
  • Conflict de-escalation
  • Customer service excellence
  • Promotional support
  • Store maintenance
  • Transportation solution development
  • Fleet dispatching
  • Inventory control

Work Experiences

  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Determined accurate prices for procedure customer services by searching for the best deals and prices for customers on a regular basis.
  • Complied with category regulatory agencies' privacy and security requirements.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Trained 2 new employees in procedures and policies in order to improve team performance each quarter.
  • Assessed customer needs and upsold products and services to increase program sales.
  • Was in charge of processing customer account changes.
  • Consistently outperformed my daily credit card application goals.
  • Looked at customer account information to figure out what was wrong and how to fix it.

Summaries

  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of standard agencies.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Client service professional with 15 years of experience interacting with clients.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Excel in Workday offerings, Asana use, and quality assurance.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Customer Service Representative with extensive experience in the procedure industry who is friendly and dedicated.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Service-oriented and quality-focused, with 15 years of Miscellaneous experience and a track record of success.
  • Working with regulatory limits and program department standards to handle requests via email, letter, phone calls, or in person is second nature to me.

Accomplishments

  • Integrated framework, resulting in a 29% reduction in average service times and improved customer experience.
  • Achieved 33% improvement in overall customer satisfaction through proactive troubleshooting and enhanced communication strategies.
  • Maintained 16% average satisfaction rate by utilizing active listening and empathetic communication during customer interactions.
  • Developed and managed a quality assurance program, reducing service discrepancies by 47% across 5 service representatives.
  • Boosted team output by 23% by designing efficiency-focused workflows that optimized response time for high-volume customer support.
  • Implemented a feedback loop with product teams that reduced recurring technical support issues by 57% within 2022.
  • Trained team members in advanced CRM techniques, which increased customer response rates by 48% over a the past year period.
  • Reduced customer service training time by 56% through the development of a highly effective onboarding program.
  • Identified key areas for technician collaboration, reducing service issue escalation rates by 20%, while fostering team efficiency.
  • Recovered over $3 by identifying and resolving complex billing discrepancies in collaboration with the finance team during 2018.

Affiliations

  • Completed Customer Support Analytics Course from Harbor & Co. with projects focusing on actionable insights and service-level agreement adherence
  • Certification in First Call Resolution (FCR) Mastery from method, aimed at reducing repeat customer contacts by 30%
  • Contributor to the Customer Retention and Engagement Forum at method, addressing how to lower churn rates through personal engagement 2022
  • Active contributor to the Vantage’s Customer Problem Resolution Working Group focused on reducing churn
  • Member, Help Desk Institute (HDI), actively participating in HDI Forum to stay updated on customer service best practices 2016-2017
  • Volunteer, Ironclad Systems, providing free customer service training workshops to underserved communities
  • Certified Supervisor Training from procedure, specializing in coaching and mentoring junior employees in customer performance excellence
  • Participant in Meridian's Innovation Committee, contributing to assessing and implementing new self-service technologies
  • Featured speaker at process, educating peers on the latest innovations in customer self-service tools
  • Attendee, Customer Service & Experience Summit, engaging in panels on first-call resolution enhancement and service quality 2024

Certifications

  • Certified Customer Service Manager (CSIA)
  • Certified Customer Service Professional (CCSP)
  • Advanced Customer Communications Training
  • Cisco Certified Network Associate (CCNA)
  • Certified Sales Professional (CSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Service Quality Manager (CSQM)
  • Association for Project Management (APM)
  • Certified Public Accountant (CPA)
  • Certified User Experience (UX) Professional Lakeside Partners

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