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Skills

Warehousing functions
Knowledge base management and self-service guide development
Data analysis for customer trends
Recordkeeping strengths
Route dispatch
Customer sentiment and engagement analysis
Stock management
Medical terminology knowledge
Retail materials management
Key stakeholder relationship building

Work Experiences

Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
Routed incoming calls to the most qualified personnel and departments within the company.
Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
Was in charge of high-volume paperwork and worked with the category department to resolve billing and shipping issues.
Ensure that customers and internal departments are properly communicated with.
Was in charge of replacing damaged or missing products in a timely and efficient manner.
Provided ongoing guest service, which included Power BI recommendations.
Was quick to respond to potential customers' questions and requests.
Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
Overall morale and productivity are boosted by experience in policy development and staff management procedures.
Under duress, personable and professional.
Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
Customer Support Advisor with 15 years of successful performance reporting and team leadership experience.
Recognized on a regular basis for outstanding performance and contributions to the Retail industry's success.
Committed to providing world-class customer service while remaining professional.
Customer Support Advisor proactive with experience in providing support and resolving customer complaints.
SAP expert with experience in quality assurance services.
Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.

Accomplishments

Documented and resolved standard which led to framework.
Developed and introduced efficiency methods in call handling, trimming average call duration by 79%.
Built and maintained long-term relationships with VIP customers through proactive engagement and personalized solutions.
Maintained customer escalation rate below 38% by addressing client issues within several months.
Resolved 14 account discrepancies, recovering $12 in revenue within one year.
Earned President's Club for delivering exceptional customer support for HubSpot in 2021.
Analyzed customer feedback and produced weekly reports, helping the product development team prioritize key enhancements.
Collaborated with cross-functional teams to address process inefficiencies, boosting first-time resolution rate by 75%.
Led a team in the implementation of SAP, resulting in a 42% increase in service level agreements (SLAs).
Succeeded in converting 20% of detractors into promoters through proactive and empathetic communication.

Affiliations

Certified Help Desk Manager (CHDM) by HDI
Lions Club
Association for Supply Chain Management (APICS)
Toastmasters
Membership in the Field Service Management Association (FSMA)
Association for Talent Development (ATD) - Customer Service Training Focus
Association for Computing Machinery
Active Contributor to Customer Service Leadership Network
Customer Service Institute of America (CSIA) - Active Member
Certified Expert in Customer Retention (2016)

Certifications

Certified Support and Service Manager (CSSM)
Microsoft Dynamics 365 Customer Service Functional Consultant Associate
SHRM Certified Professional (SHRM-CP)
Zendesk Support Administrator Certification
Certified Customer Service Professional (CCSP) - Lakeside Partners
CX Management Certification – Ironclad Systems
Certified Professional in Learning and Performance (CPLP)
Certified User Experience Professional (CUXP)
First Aid/CPR Certified
Certified Help Desk Professional (CHDP)

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Customer Support Advisor Resume Builder

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