Perfectionist Customer Operations Consultant/Manager
Last active: 14 days ago
Over the past 10 years, I have worked within a contact center environment in the customer service industry. I have assisted individual and corporate clients in various areas of business. Quality and accuracy assurance markings were always 98% - 100%. I have consulted and managed in the customer support industry and have worked in a project manager and analyst role.
• 10 years of experience providing customer service.
• Over 6 years experience in a fast-paced, deadline-driven environment.
• Critical thinker
• Energetic and organized
• Self-starter with professional manner
• Excellent communication skills
• Creative problem solver
• Highly organized with superior attention to detail
• Experience managing large teams and analyzing data for QA as well as coming up with plans/ideas to incorporate exceptional customer service within the team.
Data Entry Clerk/Virtual Assistant
During this contract for a client, I retrieved and entered content and media into Wordpress hosted websites. I also learned the basics of creating and managing websites via Wordpress including implementing templates and plugins, applying SEO to content and basic website layout/development in order to be able to make changes as needed. SEO was also learned via the creation of keyword based articles and via proper use of the keyword tool and SEO by Yoast plugin.
Investigated and analyzed client complaints to identify and resolve issues.
Demonstrated proficiencies in telephone, e-mail, fax and filing within high-volume environment.
Reviewed and updated client correspondence files and scheduling database.
Updated client payment plans and monitored payment compliance and progress.
Answered multiple phone lines, transferred calls to corresponding departments, scheduled customer appointments and billed accordingly.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.