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Skills

  • Account management
  • Stocking and replenishing
  • Professional telephone demeanor
  • Customer success strategy implementation
  • Customer feedback loop management
  • Route dispatch
  • Client referral generation
  • Client Retention Strategies
  • Complaint resolution
  • Executive briefing preparation for clients

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Increased the team's revenue by over $3 in sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Used a POS system to itemize and total the purchases of 15 customers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Educated employees on company procedures and services.
  • Processed 7 invoices and mailed documentation to clients each several months.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Very knowledgeable about HubSpot, as well as process competitors and offerings.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Salesforce expert with experience in stakeholder engagement services.
  • Customer Service Representative with 4 years of retail experience in fast-paced, team-oriented environments.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Documented and resolved procedure which led to process.
  • Established automated reporting for 16 high-value accounts, decreasing manual data entry by 52%, streamlining performance tracking.
  • Orchestrated quarterly business reviews with top-tier clients to identify growth opportunities, resulting in a 45% increase in client retention year-over-year.
  • Partnered with internal teams to resolve escalated client issues, improving resolution times by 56% and decreasing escalation by 51%.
  • Mentored a team of 6 junior associates in client communication best practices, resulting in a 65% improvement in customer satisfaction ratings.
  • Successfully launched a client segmentation initiative to target high-value accounts, leading to a 69% improvement in customer lifetime value.
  • Collaborated with team of 18 in the development of system.
  • Successfully managed client relationships across the Midwest, securing a 53% increase in total client spend within 2022.
  • Reduced incident resolution time by 2% through the implementation of a new ticketing system and streamlining communication between departments.
  • Developed client training programs, reducing service-related issues by 57% and raising product usage rates across 17 accounts.

Affiliations

  • American Marketing Association (AMA) - Customer Relations Wing
  • Project Management Institute
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Association for Strategic Account Management (ASAM)
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Professional Association for Customer Success (PACS)
  • Association for Computing Machinery
  • Jaycees

Certifications

  • Certified Inbound Client Support Specialist - Tableau
  • CompTIA Security+
  • Certified Frontline Customer Service Manager (FCCSM) - Ironclad Systems
  • Certified Information Systems Analyst (CISA) – Cedar Works
  • Certified Project Coordinator - metric
  • Customer Experience Management (CXM) Certification - Harbor & Co.
  • Salesforce Certified Administrator - Asana
  • Cisco Certified Network Associate (CCNA)
  • Advanced Customer Experience (CX) Certification - Beacon Labs
  • SHRM Certified Professional (SHRM-CP)

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