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Skills

  • Professional telephone demeanor
  • Complaint and issue resolution
  • Client re-engagement campaigns
  • Complaint resolution
  • Customer-centric sales communication
  • Client Retention Strategies
  • Route dispatch
  • Customer feedback collection and analysis
  • Client segmentation and targeting
  • Training development aptitude

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Handled over 17 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Contributed to $6 in annual store sales per three years.
  • Assisted and cross-trained other customer service managers.
  • Provided ongoing guest service, which included HubSpot recommendations.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Fluent in Mandarin. Personable and professional communicator.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 10 years.
  • Call Center Sales Representative is a multi-talented Call Center Sales Representative who is consistently rewarded for planning and operational improvements.
  • Achieved success in providing unsurpassed customer service.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Worker with a strong understanding of procedure organization and process product issues.

Accomplishments

  • Consistently achieved or exceeded monthly sales goals by 50% through proactive outreach and personalized client interactions.
  • Processed high-volume transactions while adhering to all call scripts and procedures, contributing to Lakeside Partners’s operational success.
  • Leveraged conflict resolution techniques to diffuse escalated calls, preserving a 34% customer satisfaction rate.
  • Improved average handling time by 45% without diminishing service quality by streamlining call resolution processes.
  • Recognized as Excellence Award for consistently achieving highest sales rate of 82% over three years in a highly competitive environment.
  • Implemented customized sales techniques resulting in a 37% increase in average transaction value within the first the past year.
  • Successfully navigated clients through multiple service package solutions, increasing their loyalty and generating recurring revenue of $13 per month.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with the marketing and sales teams to refine promotional offers, leading to a 83% increase in sales conversion rates.

Affiliations

  • Society for Human Resource Management (SHRM)
  • Toastmasters
  • Customer Service Professionals Network (CSPN)
  • Association for Computing Machinery
  • Help Desk Institute (HDI)
  • Project Management Institute
  • Contact Center World
  • American Association of Professional Salespeople (AAPS)
  • Customer Contact Strategies, Inc.
  • Society of Consumer Affairs Professionals (SOCAP)

Certifications

  • Certified Contact Center Operations Manager - Lakeside Partners
  • CompTIA Security+
  • Sales Negotiation Specialist Certification – 2021
  • CompTIA A+ Technician
  • Certified Business Development Manager – Power BI
  • Certified Inside Sales Professional (CISP) - Ironclad Systems
  • Communication and Customer Handling Skills Certification – 2018
  • Certified Customer Success Professional (CCSP) - Northwind
  • Certified Call Center Manager (CCCM) - Lakeside Partners
  • Cisco Certified Network Associate (CCNA)

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