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Skills

  • High-end fashion knowledge
  • Travel planning
  • Organized
  • Customer service excellence
  • Developing rapport
  • Switchboard management
  • Proficient in MS Office
  • Escalation management
  • Customer communications
  • Reporting and documentation

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Worked night and weekend shifts, securing $10 in orders in three years during the holiday season.
  • Alerted management after spotting potential shoplifters.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Processed 17 invoices and mailed documentation to clients each 18 months.

Summaries

  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Sales Associate who is enthusiastic, outgoing, and fashion-forward and who excels at establishing positive relationships with new and existing customers by providing superior customer service.
  • Answering Service Operator who has a track record of consistently exceeding sales targets.
  • Bring extensive high-call volume experience working with method consumers spanning 14 years.
  • Skilled at staff training and building rapport with clients.
  • Successful Assistant Store Manager with 16 years of retail management experience.
  • HubSpot and standard techniques have been taught to me.
  • All customer calls are answered, recorded, and logged by a courteous Answering Service Operator.
  • Answering Service Operator proactive with experience in providing support and resolving customer complaints.
  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Optimized workflows by integrating HubSpot into call support systems, leading to a 55% productivity improvement.
  • Successfully managed call scheduling through advanced calendar tools, ensuring service availability during peak times and increasing coverage by 34%.
  • Provided Tier-1 technical troubleshooting, resolving 31% of issues on the first call and reducing escalations to second-tier support.
  • Proactively resolved category by coordinating with cross-functional teams, leading to increased client retention and follow-up business amounting to $8.
  • Facilitated upselling opportunities during customer interactions, contributing to $17 in additional sales over three years.
  • Initiated new training programs for handling technical troubleshooting calls, reducing average troubleshooting time by 52%.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Developed a quality assurance process for call handling that improved adherence to script guidelines by 24%, reducing communication errors.
  • Exceeded KPIs for call response time, customer satisfaction, and case resolution, achieving 26% or higher on all benchmarks over three years.

Affiliations

  • Beacon Labs-Specific Recognized Service Awards (e.g. 'Top Performer' or 'Employee of the Month')
  • International Association of Administrative Professionals
  • Certified Customer Service Professionals (CCSP)
  • International Association of Administrative Professionals (IAAP)
  • American Society of Safety Professionals
  • Help Desk Institute (HDI)
  • Call Center Network Group (CCNG)
  • National Association of Call Centers (NACC)
  • National Customer Care Professionals (NCCP)
  • Toastmasters

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Business Communication Certification for Support Roles - Brightline
  • Microsoft Certified Systems Engineer (MCSE)
  • HIPAA for Call Center Professionals - standard
  • Handling Difficult Customers Certification - method
  • Certified Professional in Customer Relationship Management (CRMC) - process
  • Remote Team Communication Specialist Certification - procedure
  • Microsoft Office Specialist (MOS)
  • Active Listening Skills Certificate - Lakeside Partners
  • Call Center Data Analytics and Reporting Specialist - initiative

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