Department leader and problem-solver dedicated to improving the customer experience while promoting company success. Knowledgeable about products and vendors with 4+ years of experience in the medical supplies industry.
Overview
10
10
years of professional experience
Work History
Customer Success Resolution Lead (Phone & Email)
ABB Optical Group
2020.12 - Current
Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
Enhanced report quality by conducting thorough research and data analysis.
Customer Success Representative (Phone)
ABB Optical Group
2019.08 - 2020.12
Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
Handled customer inquiries and suggestions courteously and professionally.
Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
Customer Service Representative (Phone & Chat)
Sitel
2019.04 - 2019.08
Responded to customer requests for products, services, and company information.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Sales Support Specialist (Phone)
Infinity Sales Group
2015.03 - 2016.12
Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
Increased client retention rates with diligent follow-up on leads.
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors
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