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Skills

  • Client-facing presentation skills
  • Strategic sales knowledge
  • Shipping procedures understanding
  • Customer engagement benchmarking
  • Warehousing functions
  • Route dispatch
  • Agile project management
  • Cross-functional team leadership
  • Client workshop facilitation
  • International sales support

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
  • Increased the team's revenue by over $12 in sales.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Created and maintained a detailed database to develop promotional sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Collaborated with vendors to plan more than 15 daily pickups and weekly deliveries.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Computers Software for 11 years.
  • Lead Experience Consultant is a service-oriented Lead Experience Consultant with unrivaled customer service, task prioritization, and time management skills.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Jira and category techniques have been taught to me.
  • Motivated to keep customers happy and contribute to the company's success.
  • Microsoft Excel expert with experience in cross-functional collaboration services.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to standard regulations and initiative department guidelines.

Accomplishments

  • Resolved product issue through consumer testing.
  • Optimized the customer onboarding process, increasing first-week activation rates by 55%.
  • Led heuristic evaluations that identified critical UX issues, resulting in a 85% increase in user task completion rates.
  • Developed an information architecture strategy for Jira that made key features more accessible, lowering drop-off rates by 28%.
  • Led workshops with stakeholders to align UX strategies with business goals, resulting in a 70% increase in CX satisfaction scores.
  • Generated actionable insights from customer feedback loops, helping teams prioritize product updates and leading to a 80% boost in retention rates.
  • Led efforts to revamp the information architecture of Workday, decreasing bounce rates by 68% on high-traffic pages.
  • Developed service blueprints that identified critical pain points in the customer experience, reducing escalations by 4%.
  • Led multiple user testing phases with 17 participants that provided insights resulting in a 75% increase in user satisfaction.
  • Coached product and engineering teams on effective Agile methodologies, leading to a 83% reduction in project delays.

Affiliations

  • Diploma in Product Experience Engineering (PEE)
  • International Association of Business Communicators (IABC)
  • Lean UX Workshop Certification
  • User Experience Professionals Association (UXPA)
  • Association of Information Technology Professionals
  • Human Factors and Ergonomics Society (HFES)
  • Business of Experience (BX) Certification
  • Professional Association for Design (AIGA)
  • American Society for Quality (ASQ)
  • International Institute of Information Design (IIID)

Certifications

  • UX Research Certificate - Workday
  • Customer Journey Mapping Certification - Brightline
  • Certified Public Accountant (CPA)
  • Digital Experience Management Certification – CMS Academy
  • Figma for UX Design Certificate - metric
  • Certified Usability Analyst (CUA) – Ironclad Systems
  • OKR Certified Coach - OKRs Training
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • UX Certification (NNg) - Nielsen Norman Group

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