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Skills

  • Report preparation
  • Credit card processing
  • Active listening skills in customer interactions
  • Experience with CRM platforms (ServiceNow)
  • Client retention strategy development
  • Cross-functional team collaboration
  • Attention to detail in client billing issues
  • Customer satisfaction measurement techniques
  • Churn rate reduction tactics
  • Strategic sales knowledge

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $7 in several months revenue in a high-traffic store.
  • Taught new employees about the company's operations, policies, and services.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept up to date on product and service changes.

Summaries

  • Wireless Care Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Competent Wireless Care Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Asana expert with 2 years of experience in related roles.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 6 years.
  • Bring extensive high-call volume experience working with system consumers spanning 11 years.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Under duress, personable and professional.

Accomplishments

  • Orchestrated win-back campaigns targeting churned clients, recovering 3% of at-risk accounts within 9 months.
  • Improved after-call work efficiency by reducing documentation time by 43% using streamlined data input systems.
  • Achieved 49% lower call abandonment rate through efficient time management and effective queue support.
  • Fielded an average of 5 high-volume calls daily, maintaining a consistent customer satisfaction score of 53%.
  • Customized service plan recommendations, resulting in a 27% rise in customer retention over 9 months.
  • Assisted over 6 customers per week with wireless plan optimization, contributing to a 73% increase in customer satisfaction.
  • Collaborated with team of 2 in the development of standard.
  • Resolved 48% more inquiries during peak hours by improving multi-tasking and issue prioritization strategies.
  • Decreased average resolution time for technical issues by 35% through targeted troubleshooting methods.
  • Documented and resolved program which led to category.

Affiliations

  • American Society of Safety Professionals
  • Society of Women Engineers
  • IEEE Communications Society
  • American Society for Quality (ASQ)
  • Call Center Operations Certification Program
  • Network Professional Association (NPA)
  • International Council of Nurses
  • National Association of Call Centers (NACC)
  • Certified Wireless Network Administrator (CWNA) Program
  • Society of Communication Technology Professionals

Certifications

  • Certified Customer Experience Professional (CCXP)
  • Certified Wireless Technology Specialist (CWTS)
  • IoT Wireless Networking for Smart Cities Vantage Certification
  • Certified Outsourcing Specialist in Telecommunications Services (COSTS)
  • CompTIA A+ Technician
  • Customer Data Privacy Management Cedar Works Certification
  • Cisco Certified Network Associate Wireless (CCNA Wireless)
  • Advanced Troubleshooting and Problem Solving Skills (Wireless Focus)
  • Cisco Certified Network Associate (CCNA)
  • Certified Performance Analyst (CPA) in Telecommunications

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