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Skills

  • Escalation management
  • Receiving support
  • Upselling techniques
  • Order fulfillment
  • Stock management
  • Data entry
  • Customer retention strategy implementation
  • Customer issue tracking using CRM
  • Collaboration with product teams
  • Key holder experience

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Educated employees on company procedures and services.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Ensure that customers and internal departments are properly communicated with.
  • Processed 10 invoices and mailed documentation to clients each 6 months.
  • Assisted and cross-trained other customer service managers.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • QuickBooks and category techniques have been taught to me.
  • Very knowledgeable about Workday, as well as framework competitors and offerings.
  • Offering 3 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Service-oriented team player with a track record of providing high-quality support in the Retail for 16 years.
  • Adobe Creative Suite expert with experience in quality assurance services.
  • Customer Solutions Advisor is a service-oriented Customer Solutions Advisor with unrivaled customer service, task prioritization, and time management skills.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Implemented best practices for call handling, achieving a 66% improvement in team performance in 2015.
  • Collaborated closely with the product team on feature updates, leading to a 24% reduction in customer-reported issues post-launch.
  • Monitored key call center metrics such as average handle time and customer satisfaction, which improved by 68% as a result of regular team coaching and feedback sessions.
  • Trained and upskilled 14 team members to improve call center metrics such as first contact resolution and average handling time.
  • Identified inefficiencies in the customer support escalation process, reducing ticket resolution times by 49%.
  • Played a key role in launching Asana support, onboarding 17 team members, and ensuring all queries were resolved within two years.
  • Facilitated weekly team training sessions, increasing first-call resolution rates by 78% in 2018.
  • Analyzed and resolved 11 complex technical issues, which resulted in a 56% increase in positive customer reviews.
  • Led a team effort that resulted in solving 15 critical cases within the first 24 hours of ticket submission, exceeding SLA by 18%.
  • Analyzed recurring billing disputes, implementing a process change that minimized errors by 33%, improving customer trust.

Affiliations

  • Affiliate of CX Index - Utilized tools and best practices to drive customer satisfaction improvement through analytics.
  • Help Desk Institute (HDI) - Member, seeking to enhance technology support skills and customer service excellence.
  • Association for Talent Development (ATD) - Joined to expand knowledge in training and mentoring team members for better performance.
  • Certified Customer Experience Professional (CCXP) - Achieved certification, fostering expertise in customer experience analysis.
  • National Association of Social Workers
  • Rotary International
  • National Customer Service Association (NCSA) - Participation in annual conferences focused on improving customer experiences and solutions.
  • Contact Center Association (CCA) - Enhanced best practices in contact center management and customer escalation handling.
  • Toastmasters
  • Association of Information Technology Professionals

Certifications

  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ITIL 4 Foundation Certification
  • Project Management Professional (PMP)
  • Freshdesk Product Specialist Certification
  • Accredited CRM Professional Certification Vantage
  • Advanced Customer Success Manager Certification
  • Client Support Professional credential by the National Customer Service Association

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