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Skills

  • Sales expertise
  • Client issue prioritization
  • Complaint resolution
  • Technical troubleshooting
  • Receiving support
  • Cross-functional team collaboration
  • CRM system proficiency (Asana)
  • Order fulfillment
  • Customer retention improvement strategies
  • Service standard compliance

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Created and maintained a detailed database to develop promotional sales.
  • Handled over 16 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Taught new employees about the company's operations, policies, and services.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.
  • Was in charge of high-volume paperwork and worked with the metric department to resolve billing and shipping issues.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Provided ongoing guest service, which included SAP recommendations.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Customer service specialist with over 9 years of experience resolving account and service issues for Miscellaneous clients.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Offering 3 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Very knowledgeable about Asana, as well as metric competitors and offerings.
  • Dedicated to meeting and exceeding category objectives through effective communication and method abilities.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Fluent in Japanese. Personable and professional communicator.
  • Recognized for outstanding customer service.
  • Work From Home Agent with 6 years of successful quality assurance and vendor management experience.

Accomplishments

  • Provided direct support for escalated customer queries, successfully maintaining a resolution rate of 60% within three years.
  • Facilitated cross-departmental collaboration in a remote environment, ensuing resolution alignment and achieving a 42% increase in first contact resolutions.
  • Implemented virtual communication tools, reducing internal response times by 32% and helping maintain team efficiency across procedure.
  • Handled high volume customer inquiries, maintaining a first contact resolution rate of 55% over a one year span.
  • Spearheaded initiatives that reduced average handling time (AHT) by 62%, resulting in an operational cost savings of $2 per 6 months.
  • Created self-service options for clients that reduced incoming support ticket volume by 44%.
  • Resolved product issue through consumer testing.
  • Trained new remote support agents on advanced customer interaction techniques, resulting in an increase in first-contact resolution by 56%.
  • Leveraged insight from customer feedback surveys to implement changes resulting in a 68% rise in customer satisfaction.
  • Created remote training programs for new hires, reducing onboarding time by 6 days.

Affiliations

  • International Council of Nurses
  • Certified Internet Web Professional (CIW) – cross-functional collaboration
  • American Association of Inside Sales Professionals (AA-ISP)
  • International Association of Administrative Professionals
  • National Association of Call Centers (NACC)
  • International Association of Remote Employees (IARE)
  • American Marketing Association
  • Association for Computing Machinery
  • Society of Women Engineers
  • Freemason

Certifications

  • Certified Technical Support Professional (CTSP) - 2016
  • ServSafe
  • Certified Customer Service Specialist (CCSS)
  • First Aid/CPR Certified
  • Google IT Support Professional Certificate
  • Technical Support Fundamentals - Summit Group
  • Certified Virtual Customer Care Professional - 2023
  • Customer Experience Professional (CXPA Certification)
  • Certified Call Handling Specialist (CCHS) - Brightline
  • Certified Software Support Specialist - Beacon Labs

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