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Skills

  • Active Data Online
  • Employee relations
  • Fluent in Portuguese
  • Consistently meets sales goals
  • Multitasking
  • Strategic sales knowledge
  • Client relations strength
  • Shipping procedures understanding
  • Insurance policy review
  • Recordkeeping strengths

Work Experiences

  • Met or exceeded revenue targets with successful promotions of Asana during routine inbound calls and outbound sales follow-ups.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Acceptance and registration of the goods
  • Averaged 4 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Import and export transactions are processed both in person and in an electronic environment.
  • Used Tableau to keep track of customer interactions, accounts, and documents in my files.
  • Successfully communicated with customers and employees via phone, fax, email, and in-person.
  • Internal departments with whom I communicate and coordinate
  • Planned coordinated with Customer Service Specialist teammates to handle customer requests.
  • Entered customer interaction details into Power BI to track requests, document problems, and record solutions offered.

Summaries

  • Fluent in Portuguese. Personable and professional communicator.
  • Adaptable and personable team player dedicated to providing consistently excellent customer service.
  • Top-performing Customer Service Specialist with over 3 years of experience processing all customer interactions and transactions accurately and courteously.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Customer service expert with 12 years of experience resolving account and service issues for category clients.
  • Offering 15 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Dedicated to improving customer satisfaction and retention by resolving problems quickly and accurately.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.
  • Bringing exceptional sales, operational, and leadership skills, as well as strong computer skills and regulatory knowledge to the table.

Accomplishments

  • Created and implemented a case management system that reduced customer complaint resolution time by 28%.
  • Led a team in conducting root-cause analysis of recurring customer issues, reducing the frequency of re-opened tickets by 37%.
  • Collaborated with team of 2 in the development of program.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Program Met and exceeded quotas generating 9+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Led initiatives to improve after-sales support, reducing product returns by 39% over the course of three years.

Affiliations

  • Help Desk Institute (HDI)
  • Jaycees
  • Professional Association for Customer Engagement (PACE)
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • Customer Service Professionals Network (CSPN)
  • Association of Information Technology Professionals
  • American Society for Quality (ASQ)
  • Association for Service Managers (AFSM)
  • Customer Support Leaders in Technology (CSLT)

Certifications

  • Certified Contact Center Manager (CCCM) - Summit Group
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Adobe Certified Expert (ACE) Workday
  • CompTIA A+ Technician
  • CompTIA Network+
  • Customer Service Performance Metrics Certification – Vantage
  • Certified CRM Systems Specialist – Meridian
  • Certified Technical Support Specialist (CTSS) - Meridian
  • Sales Manager Certificate

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