CarolLee Ducar

Seamlessly transitioned to a fully remote role, leveraging virtual communication tools to maintain exceptional client service and support.

• Implemented a color-coded system in Microsoft Outlook to enhance the client's personal schedule organization.
• Proactively identified and resolved potential scheduling conflicts, promoting a seamless and well-organized calendar.
• Streamlined email management, through efficient processing, organization, prioritizing tasks, and ensuring prompt responses, led to a 25% reduction in email response time (from 4 hours to 3 hours). This not only improved client responsiveness but also freed up valuable time for other crucial tasks, significantly boosting their overall productivity.

Maintained exceptional customer service levels in a fast-paced e-commerce environment. Played a key role in improving customer data management efficiency by implementing a multi-tiered prioritization system. Resolved customer inquiries efficiently, leveraging persuasive communication and critical thinking skills to enhance customer experience.

• Delivered outstanding customer service by promptly addressing inquiries, resolving issues, and ensuring a positive experience for customers through effective communication and problem-solving skills.
• Performed regular verification and updates to guarantee comprehensive and accurate customer information (contact details, purchase history, preferences). Accurate data enabled informed decisions, personalized service, and efficient escalation when needed.
• Advocated for the implementation of a system that consolidates customer data from various channels (email, chat, phone) into a unified interface.
• The unified interface provided a 360-degree view of customer interactions, enabling identification of service gaps, process optimization, and consistent service delivery across all touchpoints.

Participated in a 100-hour paid training program focused on mastering complex benefits policies, virtual communication tools, and client case management processes.

• Gained hands-on experience with CX-One Max phone system, SharePoint, and client case management processes in preparation for a remote counselor role.
• Acquired knowledge of compliance requirements and procedures for documenting client interactions accurately.

• Developed and supported standardized digital office procedures, including pioneering a paperless/green initiative to streamline workflow and reduce environmental impact.
• • Redesigned and optimized administrative practices/processes through task automation, enhancing office efficiency by 75%, resulting in annual cost savings of $2,500.
• • Analyzed invoices and expense reports, finding inconsistencies, and investigating root causes to ensure accurate billing and cost savings, and renegotiated vendor contracts, achieving $3,400 in annual cost savings.
• • Led cross-functional efforts to proactively negotiate advantageous supplier contracts for cleaning supplies, resulting in a 25% reduction in company expenditures from $9,000 to $6,800.