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Skills

  • Customer onboarding and education
  • Escalation management
  • Warehousing functions
  • Data entry
  • Quality assurance
  • Communication and Interpersonal Skills
  • Conflict resolution and de-escalation
  • Time management
  • Customer Feedback Loops
  • Active listening

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Provided clients with basic technical support for a variety of method company products.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Customer service training processes were implemented and developed by me.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Looked into and resolved issues with accounting, service, and delivery.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Bring extensive high-call volume experience working with procedure consumers spanning 14 years.
  • Virtual Customer Service Agent is a multi-talented Virtual Customer Service Agent who is consistently rewarded for planning and operational improvements.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Tableau and procedure techniques have been taught to me.
  • Strengths in quality assurance and vendor management backed up by Miscellaneous training.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • HubSpot expert with 11 years of experience in related roles.

Accomplishments

  • Assumed responsibility for high-profile customer accounts, maintaining a 4% retention rate over framework.
  • Established a knowledge base for virtual agents, improving first-call resolution by 26%.
  • Earned ITIL to improve service capabilities, leading to more effective communication methods across phone, chat, and email support.
  • Integrated live chat analytics to fine-tune service processes, achieving a 18% increase in issue resolution before escalation.
  • Documented and resolved metric which led to category.
  • Managed inbound calls for a team of 13 agents, ensuring service level agreements were met 82% of the time.
  • Provided detailed product knowledge of HubSpot, increasing resolution rates and contributing to a 65% improvement in customer loyalty.
  • Consistently met or exceeded KPIs, achieving 31% response rate targets and contributing to a 51% improvement in customer retention.
  • Tracked and analyzed customer feedback to identify improvement areas, contributing to a 18% lift in satisfaction ratings.
  • Assisted with peak traffic management using callback tools, reducing average customer hold times by 5 minutes.

Affiliations

  • Customer Experience Professionals Advisory Board – Member of cross-industry discussions on CX innovation
  • International Association of Administrative Professionals
  • Project Management Institute
  • AI in Customer Service Forum - Regularly attend sessions on improving customer retention through AI technologies
  • Freemason
  • Association for Supply Chain Management (APICS)
  • International Call Center Management Association (ICCMA) – Participated in the study of customer retention methods
  • American Society of Safety Professionals
  • Virtual Professional Services Network - Engaged in discussions related to virtual customer management strategies
  • Customer Service Institute of America (CSIA) - Active Member since 2015

Certifications

  • ITIL Foundation Certificate in IT Service Management
  • Certified Online Chat Representative (CRC) by Meridian
  • Cisco Certified Internetwork Expert (CCIE)
  • Zendesk Certified Administrator
  • CompTIA Security+
  • Certified Public Accountant
  • OpenSpan and Robotic Process Automation Certification (RPA)
  • Project Management Professional (PMP)
  • Google Analytics Individual Qualification (GAIQ)
  • Certified E-commerce Customer Experience Specialist by Tableau

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