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Skills

  • Email support management
  • Strategic sales knowledge
  • Data entry accuracy
  • Route dispatch
  • Report preparation
  • CRM
  • Customer engagement strategies
  • In-depth product training sessions
  • Account management
  • Shipping procedures understanding

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included SAP recommendations.
  • Kept the procedure and process areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Increased the team's revenue by over $18 in sales.
  • Was quick to respond to potential customers' questions and requests.
  • Provided clients with basic technical support for a variety of framework company products.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Kept up to date on product and service changes.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and process department guidelines.
  • Very knowledgeable about Asana, as well as metric competitors and offerings.
  • Work From Home Agent with 13 years of experience in dealing with customer requests and concerns.
  • Work From Home Agent who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Representative with 2 years of retail experience in fast-paced, team-oriented environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Competent Work From Home Agent with a desire to exceed sales targets and establish long-term customer relationships.
  • Worker with a strong understanding of framework organization and metric product issues.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Contributed to the design of customer-focused training materials, decreasing onboarding time for new hires by 19%.
  • Reduced customer wait time by 25% through optimization of internal ticket-routing processes.
  • Served as the lead agent on system, successfully reducing ticket response time by 60% within the first 14 weeks of launch.
  • Partnered with product teams to resolve escalated inquiries related to HubSpot, improving resolution time by 20%.
  • Created remote training programs for new hires, reducing onboarding time by 6 days.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Adapted to new CRM platforms, reducing duplicate ticket handling by 51% and enhancing user tracking accuracy.
  • Documented and resolved system which led to process.
  • Coached a remote team on conflict resolution techniques, leading to a 68% decrease in customer complaints within one year.
  • Analyzed team performance metrics and developed action plans that reduced missed SLAs by 44%.

Affiliations

  • Society of Women Engineers
  • International Association of Remote Employees (IARE)
  • Project Management Institute (PMI) – Remote Operations Specialist Certificate
  • Society of Human Resource Management
  • Jaycees
  • Customer Contact Week Digital (CCW Digital)
  • American Association of Inside Sales Professionals (AA-ISP)
  • National Customer Service Association (NCSA)
  • Online Customer Service Agent Certification – initiative
  • Certified Professional Coder (CPC) – process

Certifications

  • Certified Troubleshooting Professional (CTP) - Ironclad Systems
  • Technical Support Fundamentals - Summit Group
  • Certified Virtual Customer Care Professional - 2023
  • Certified Customer Service Specialist (CCSS)
  • Service Cloud Consultant - Salesforce Certification
  • Certified Public Accountant
  • Certified Multi-Channel Service Agent (CMSA) - Northwind
  • Remote Work Professional Certification - Northwind
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)

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