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Skills

  • Key holder experience
  • International sales support
  • Automation of routine tasks
  • Credit card processing
  • Stock management
  • Complaint data analysis
  • Cross-functional team collaboration
  • Professional telephone demeanor
  • Data-driven decision making
  • Warehousing functions

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Ensure that customers and internal departments are properly communicated with.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Customer service training processes were implemented and developed by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • Bring extensive high-call volume experience working with system consumers spanning 2 years.
  • Clear understanding of performance reporting and project management as well as data analysis training.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate framework systems is one of my specialties.
  • Recognized on a regular basis for outstanding performance and contributions to the Shipping and Distribution industry's success.
  • Achieved success in providing unsurpassed customer service.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.

Accomplishments

  • Collaborated with engineering and infrastructure teams to develop a root cause analysis process, cutting time-to-resolution by 53%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced average ticket response time by 60% through process innovation and hands-on coaching of service teams.
  • Designed a performance dashboard in Jira to monitor ticket handling times, achieving 50% process improvement over the past year.
  • Identified and implemented automation solutions for routine service requests, reducing manual workloads by 57%.
  • Collaborated with project management teams to integrate service features within QuickBooks, resulting in a 31% boost in system reliability.
  • Generated service compliance reports that contributed to a 80% reduction in audit findings across 6 months.
  • Used root cause analysis techniques to trace recurring problems, solving issues at the source and preventing 15 future incidents.
  • Presented annual service performance reviews with strategic recommendations that resulted in Excellence Award for service improvements in 2022.
  • Facilitated weekly cross-functional team meetings to update key stakeholders on service disruptions, leading to heightened awareness and a President's Club for service excellence.

Affiliations

  • Society for Information Management (SIM)
  • Institute of Service Excellence
  • Customer Operations Performance Center (COPC)
  • International Association of Service Managers
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Rotary International
  • American Society for Quality - Customer Service Division
  • Professional Association for Customer Engagement (PACE)

Certifications

  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • ITIL Foundation Certification in IT Service Management
  • Certified Service Desk Analyst (CDA) – Service Desk Institute (SDI)
  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • Salesforce
  • Cisco Certified Network Professional (CCNP)
  • Certified Agile Service Manager (CASM) - DevOps Institute
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)

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