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Skills

  • Multi-line phone talent
  • CRM system proficiency (SAP)
  • Quality assurance
  • Escalation management
  • Time management
  • Warehousing functions
  • Account management
  • Communication and Interpersonal Skills
  • Money handling abilities
  • Data entry

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • In the top 3% of employees for successful spearheaded.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Ensure that customers and internal departments are properly communicated with.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Virtual Customer Service Agent is a multi-talented Virtual Customer Service Agent who is consistently rewarded for planning and operational improvements.
  • HubSpot expert with 11 years of experience in related roles.
  • Fluent in Portuguese. Personable and professional communicator.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Within Miscellaneous, senior Virtual Customer Service Agent and outstanding performer in performance reporting and project management.
  • Virtual Customer Service Agent proactive with experience in providing support and resolving customer complaints.
  • Very knowledgeable about QuickBooks, as well as category competitors and offerings.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Strengths in quality assurance and vendor management backed up by Miscellaneous training.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Collaborated with team of 10 in the development of method.
  • Assisted with peak traffic management using callback tools, reducing average customer hold times by 5 minutes.
  • Earned ITIL to improve service capabilities, leading to more effective communication methods across phone, chat, and email support.
  • Utilized process to troubleshoot customer concerns, achieving a 70% increase in overall customer satisfaction scores.
  • Resolved complex customer issues for QuickBooks through live chat, phone, and email, achieving a 66% first call resolution rate.
  • Resolved 39% of customer queries on the first touchpoint, utilizing industry-standard live chat support tools.
  • Resolved product issue through consumer testing.
  • Documented and resolved metric which led to category.
  • Successfully upsold Tableau to 9 customers, driving an additional $16 in revenue during 18 months.
  • Implemented feedback from customer surveys, contributing to a 26% improvement in service quality ratings.

Affiliations

  • Online Customer Support Professionals Group – Actively participate in peer learning sessions
  • Customer Experience Professionals Association (CXPA) - Linked ongoing professional development with mentorship in support teams
  • Customer Experience Professionals Advisory Board – Member of cross-industry discussions on CX innovation
  • International Call Center Management Association (ICCMA) – Participated in the study of customer retention methods
  • Service Desk Institute (SDI) – Recipient of a PMP for consistently delivering efficient first-contact resolutions
  • International Virtual Assistance Association (IVAA) – Completed certification in initiative management
  • Women in Customer Service Leadership - Joined leadership webinars focused on training and mentoring strategies
  • Help Desk Institute (HDI) - Member contributing to forums since 2020
  • National Society of Leadership and Success - Applied leadership skills gained to mentor customer service teams
  • National Society of Customer Service Scholars - Attended 6 annual conferences focusing on advanced support strategies

Certifications

  • CompTIA IT Fundamentals (ITF+)
  • Professional Customer Support Specialist (PCSS) by Summit Group
  • ITIL Foundation Certificate in IT Service Management
  • Certified Customer Service Professional (CCSP) by program
  • Certified Business Analysis Professional (CBAP)
  • Zendesk Certified Administrator
  • Certified Help Desk Manager (CHDM) by method
  • HubSpot Academy's Customer Support Certification
  • Active Listening Skills in Customer Service Certificate
  • Escalation Management Certification by method

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