beanna sharafi customer advocate beannasharafigmailcom 404 0164533 1234 aspen lane boulder co 80301 education bachelor arts communication customer relations university colorado boulder co sep 2018 may 2022 relevant coursework interpersonal communication public speaking mass communication persuasion media literacy organizational communication conflict resolution intercultural communication social media marketing customer relationship management links linkedincominbeannasharafi skills empathy active listening salesforce proficiency zendesk expertise conflict resolution adaptability multitasking profile resultsdriven customer advocate 1 year experience providing exceptional customer support building strong client relationships proven ability handle highvolume inquiries resolve complex issues enhance overall customer experience strong communication problemsolving skills demonstrated commitment customer satisfaction loyalty seeking leverage expertise role dedicated driving customer success business growth employment history customer advocate zillow group co feb 2023 present successfully increased customer satisfaction ratings 35 within year addressing concerns promptly providing personalized solutions consistently following clients ensure needs met streamlined customer support process resulting 25 reduction average response time 20 increase issue resolution rate implementation new ticketing system staff training proactively identified resolved potential issues 500 clients leading 40 decrease complaint rates contributing 15 boost customer retention within 6month period associate customer advocate tmobile co jul 2022 dec 2022 successfully resolved 95 customer complaints within first call leading 20 increase overall customer satisfaction ratings team streamlined customer support process creating implementing new knowledge base reducing average call handling time 15 improving firstcall resolution rate 10 consistently achieved monthly average 120 target sales goals resulting recognized topperforming associate customer advocate three consecutive quarters led team five junior advocates companywide initiative improve customer retention resulting 25 reduction customer churn rate six months languages english japanese certificates certified customer experience professional ccxp oct 2021 certified client service specialist css mar 2020 memberships national association consumer advocates naca international customer service association icsa hobbies photography