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Skills

  • Service standard compliance
  • Retail store support
  • Warehousing functions
  • Sales expertise
  • Performance metrics evaluation
  • Receiving support
  • Professional telephone demeanor
  • Team leadership and development
  • Client Retention Initiatives
  • Client service process enhancements

Work Experiences

  • Increased the team's revenue by over $14 in sales.
  • Welcomed, greeted, and assisted customers, generating $7 in two years revenue in a high-traffic store.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Created and maintained a detailed database to develop promotional sales.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Provided clients with basic technical support for a variety of system company products.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • With extensive experience in the framework industry, I am a knowledgeable and dedicated customer service professional.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Costs were consistently reduced while profits were increased.
  • Under duress, personable and professional.
  • Within Customer Service, senior Client Service Advisor and outstanding performer in risk assessment and performance reporting.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Very knowledgeable about Asana, as well as standard competitors and offerings.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and method department guidelines.
  • Achieved success in providing unsurpassed customer service.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Developed a data-driven service optimization strategy using Tableau, which decreased response times by 71% and improved service accuracy.
  • Led a training program on advanced support tools that improved team proficiency by 78%, leading to increased resolution rates for client issues.
  • Reduced service turnaround time by 62% through the strategic reorganization of support workflows and the adoption of HubSpot.
  • Maintained client relationships with top-tier accounts, achieving a renewal rate of 82% over 2021, driving long-term revenue growth.
  • Resolved product issue through consumer testing.
  • Identified and resolved high-priority service delivery issues within tight deadlines, enhancing client trust and avoiding contract terminations with 5% of clients.
  • Drafted and refined SLAs for clients, ensuring service delivery excellence and achieving an Employee of the Year for outstanding customer satisfaction.
  • Developed and launched a client education initiative that increased knowledge retention by 76%, enhancing onboarding efficiency and satisfaction.
  • Analyzed client service trends using system, leading to the early identification of issues and proactive resolution for 14% of cases.
  • Revamped the customer touchpoint strategy, increasing opportunities for feedback by 59%, further improving client engagement outcomes.

Affiliations

  • Participant, Service-Oriented Architecture Workshop (SOA)
  • Certified Service Sales Professional (CSSP)
  • Alumni, Customer Service Leadership Program at program
  • Active Volunteer, Business Skills for Service Personnel Programs
  • Customer Service Institute of America (CSIA) Membership
  • Regular Contributor to Customer Service Professionals Network
  • Jaycees
  • National Association of Social Workers
  • American Medical Informatics Association
  • Certified CRM Professional through SAP Training Programs

Certifications

  • Certified Sales Professional (CSP) - framework National Sales & Marketing Council
  • Certified Process Design Engineer (CPDE) for Service Design
  • Certified Public Accountant (CPA)
  • Client Engagement Specialist Certification - Harbor & Co.
  • Zendesk Support Administrator Certification - process
  • Certified Client Services Professional (CCSP) - International Customer Service Association
  • Microsoft Dynamics 365 Fundamentals Customer Engagement Certification
  • CompTIA A+ Technician
  • Customer Service Excellence Certification Vantage
  • Certified Business Relationship Manager (CBRM) - Business Relationship Management Institute

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