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Skills

  • Feedback loop creation
  • Money handling abilities
  • Recordkeeping strengths
  • Cross-functional collaboration
  • Warehousing functions
  • CRM utilization (metric)
  • Client data management and reporting
  • Key holder experience
  • CRM
  • Key stakeholder relationship building

Work Experiences

  • Provided ongoing guest service, which included Jira recommendations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Averaged 14 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Handled over 14 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Collaborated with vendors to plan more than 2 daily pickups and weekly deliveries.
  • In the top 15% of employees for successful coordinated.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to learning, growing, and succeeding in Computers Software.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Great phone skills and method talents have a proven track record of increasing productivity and customer satisfaction.
  • Under duress, personable and professional.
  • Associate Service Consultant proactive with experience in providing support and resolving customer complaints.
  • Customer Service Representative with 5 years of retail experience in fast-paced, team-oriented environments.
  • Associate Service Consultant with 14 years of successful vendor management and cross-functional collaboration experience.
  • Costs were consistently reduced while profits were increased.
  • Associate Service Consultant is a multi-talented Associate Service Consultant who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a service team of 13 members to improve FCR (First Contact Resolution), growing resolution rates by 84%.
  • Analyzed service reports and identified key attrition factors, creating interventions that lowered churn by 17% in several months.
  • Collaborated with product teams to improve program, generating customer success stories and reducing support cases by 64%.
  • Provided personalized technical support for high-value clients, resolving critical issues to ensure 17% uptime for ServiceNow.
  • Resolved product issue through consumer testing.
  • Conducted skill gap analyses and facilitated training sessions, improving associate performance by 16%.
  • Provided technical support for HubSpot, resolving 3 infrastructure issues weekly, leading to 33% improvement in response rate.
  • Developed and streamlined incident management protocols, reducing major service disruptions by 21% over three years.
  • Assisted in the deployment and troubleshooting of Asana, improving implementation smoothness and boosting customer retention by 75%.

Affiliations

  • American Medical Informatics Association
  • Certified Customer Support Leader (CCSL), 2023
  • Help Desk Institute (HDI)
  • Freemason
  • Customer Service Excellence Award (CSEA), 2016
  • Certified Customer Success Manager (CCSM), 2016
  • International Council of Nurses
  • National Association of Sales Professionals (NASP)
  • Association for Supply Chain Management (APICS)
  • Certified Service Consultant Program (CSC), 2020

Certifications

  • Certified Customer Service Professional (CCSP) from Customer Service Institute of America (CSIA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Google Analytics Individual Qualification (GAIQ)
  • HubSpot Academy Customer Success Certification
  • Apple Certified Associate (ACA)
  • ServiceNow Certified System Administrator
  • Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association
  • Customer Interaction Excellence Certificate from Lakeside Partners
  • Salesforce

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