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Skills

  • Research and due diligence
  • Sales proficiency
  • Receiving support
  • Sale expertise
  • Schedule management
  • Shipping and receiving understanding
  • Order fulfillment
  • Inventory control
  • Inter-department collaboration
  • Employee coaching

Work Experiences

  • Ranked as the most effective in spearheaded out of 2 representatives.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Provided translation services for a 15-person team to meet the needs of Japanese-speaking customers.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Customers were contacted about service upgrades, new initiative services, and account changes.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Exceeded two years service goals using customer service, sales, and employee management best practices.
  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.

Summaries

  • Proven track record of implementing large-scale customer service processes and managing multi-location support teams.
  • Salesforce expert who excels at meeting and exceeding sales targets.
  • Service-oriented team player with a track record of providing high-quality support in the Banking and Financial Services for 16 years.
  • Customer Service Representative with experience working in a variety of metric and customer service environments.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Quality assurance and training are two areas in which she excels.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • 15 years of experience in progressive roles of accountability and leadership as a talented Customer Service professional.
  • Customer Relationship Officer is an outgoing individual who excels at customer satisfaction and retention.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.

Accomplishments

  • Trained
  • Design: Responsible for creative design for prominent category.
  • Contributed
  • Created
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Customer Interface: Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Consistently exceeded daily sales targets with an average of $16 in sales each day.
  • Directed
  • Planned
  • Supported

Affiliations

  • Graduate, CRM & Customer Retention Strategies Certification from system, Year 2017
  • Member, Society of Human Resource Customer Development Professionals (SHRCP) 2024
  • Founding Member, CRM Best Practices Advisory Council, 2017
  • Certified CRM Professional, Customer Success University, 2016
  • Attendee, Annual Customer Service Conference hosted by Lakeside Partners 2020
  • Active participant, Customer Experience Professionals Association (CXPA) 2015 - 2020
  • Executive Member, American Association of Inside Sales Professionals (AA-ISP) 2021
  • Member, Customer Retention Special Interest Group (SIG) 2015 through 2024
  • Affiliate Member, National Customer Service Association (NCSA) for 15 years
  • Mentor, Young CRM Leaders Program at metric 2016

Certifications

  • Delivering Personalized Customer Solutions Certification by system
  • Certified Client Engagement Specialist by The International Customer Service Association
  • Data-Driven Customer Experience Management by method
  • CompTIA Network+
  • Customer Retention and Relationship Management Certification by QuickBooks
  • Client Journeys Mapping Certification by standard
  • Project Management Professional (PMP)
  • Certified CRM Professional (CCP) by the CRM Association
  • Association for Project Management (APM)
  • Customer Account Management (CAM) Certification by Beacon Labs

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