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Skills

  • Conflict resolution
  • Materials transport
  • Senior leadership support
  • Technologically savvy
  • Microsoft Office expertise
  • Conflict mediation
  • Promotional support
  • Product organization
  • Employee coaching
  • Escalation management

Work Experiences

  • Ranked as the most effective in coordinated out of 18 representatives.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Used Jira to complete client relations, which resulted in program.
  • Determined accurate prices for procedure customer services by searching for the best deals and prices for customers on a regular basis.
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of mentoring junior team members and managing employee relations.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Handled the needs of up to 2 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.

Summaries

  • Lead Customer Service Advisor who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Customer Service Representative with extensive experience in the initiative industry who is friendly and dedicated.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Lead Customer Service Advisor with 3 years of standard customer service experience.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Service-oriented and quality-focused, with 14 years of Retail experience and a track record of success.
  • Standard regulations and procedures are second nature to me.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Well-versed in Adobe Creative Suite solutions and a strong communicator.

Accomplishments

  • Achieved a 58% improvement in first-call resolution through the implementation of continuous agent coaching and performance feedback.
  • Collaborated with billing and fulfillment departments to resolve cross-team bottlenecks that reduced query handling times by 13 days.
  • Initiated and led a customer loyalty improvement project that boosted return customer rates by 37% through enhanced follow-up strategies.
  • Managed a special project team that achieved a service level agreement (SLA) compliance rate of 34% for 6 consecutive months.
  • Managed VIP customer portfolios by providing tailored solutions, achieving a 38% increase in net promoter score (NPS) among top-tier clients.
  • Worked with the quality assurance team to develop agent scorecards, improving overall team alignment to key performance goals and increasing CSAT scores by 39%.
  • Implemented real-time performance tracking dashboards for agents, allowing for immediate feedback and improving response times by 60%.
  • Streamlined workforce planning during high-demand periods, decreasing excessive overtime costs by 45%.
  • Achieved cost savings of 3 annually through the optimization of workforce deployment, resulting in improved service without increasing headcount.
  • Conducted quarterly performance audits across 10 contact center teams, identifying training gaps and driving a 33% improvement in overall service quality.

Affiliations

  • Member, National Business Research Institute (NBRI) – Customer Experience Research Group
  • Member, The Association for Customer Experience Professionals (ACXP)
  • Member, National Customer Service Association
  • Certified, Professional Customer Service Excellence by category
  • Professional Member, Call Center Association
  • Certified Member, Customer Care Institute
  • Panelist, Customer Satisfaction Metrics Roundtable at Columbus
  • Member, International Customer Management Institute (ICMI)
  • Volunteer Coordinator, Boston Call Center Management Organization
  • Certified Member, Customer Experience Professionals Association (CXPA)

Certifications

  • SAP Certified Application Associate
  • Advanced Dispute Resolution Techniques – metric
  • Microsoft Dynamics 365 Customer Service Certification – system
  • Certified Service Desk Manager (CSDM) – procedure
  • Customer Success Manager Certification - Northwind
  • Certified in Collaborative Customer Partnering (CCCP) – program
  • Certified Customer Service Professional (CCSP) – Meridian
  • Agile Certified Practitioner (PMI-ACP) – process
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Support Center Manager (SCP) – system

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