Customer service and virtual assistant

CAREER EXPERIENCES.

• Championed a customer service initiative that improved customer satisfaction rates by 30%, as measured by post-call surveys and online reviews.
• Managed a team of 10 customer service representatives, reducing average call wait time by 15% through effective scheduling and training.
• Implemented a new CRM system that streamlined customer interaction tracking, leading to a 20% increase in efficiency and a more personalized customer experience.
• Developed and delivered a comprehensive training program for new hires, resulting in a 25% decrease in onboarding time and a 10% increase in first-call resolution rates.
• Handled escalated customer complaints, maintaining a resolution rate of 90% and ensuring high levels of customer satisfaction.
• Collaborated with the sales and marketing teams to provide customer insights, contributing to a 15% increase in sales through targeted marketing campaigns
• Managed and updated a database of over 1,000 contacts, ensuring accurate and timely communication with clients and stakeholders.
• Conducted market research for a new product launch, providing valuable insights that contributed to a 10% increase in initial sales.
• Provided exceptional customer service, resolving 95% of issues within the first contact and improving overall customer satisfaction.
• Coordinated and executed a successful virtual conference for 500+ participants, resulting in a 15% increase in company visibility and lead generation.
• Reduced email response time by 40% through the implementation of an effective email management system, improving communication efficiency.
• Assisted in the creation of a comprehensive social media strategy, leading to a 25% increase in online engagement and follower growth.

SKILLS:

• Exceptional customer service skills
• Team management and leadership
• CRM system implementation and management
• Training program development and delivery
• Handling and resolving escalated customer complaints
• Collaboration with sales and marketing teams.
• Virtual Event Coordination