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Skills

  • International sales support
  • Direct sales
  • Inventory control
  • Complaint resolution
  • Transportation solution development
  • Money handling abilities
  • Professional telephone demeanor
  • Cross-departmental collaboration
  • Stockroom procedures
  • Schedule mastery

Work Experiences

  • Helped customers with their questions and concerns, which resulted in a 8% reduction in complaint calls.
  • Translated for the entire 16-person team in order to meet the needs of Mandarin-speaking customers.
  • Trained 7 new employees in procedures and policies in order to improve team performance each quarter.
  • Determined accurate prices for method customer services by searching for the best deals and prices for customers on a regular basis.
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Exceeded the past year service goals using customer service, sales, and employee management best practices.
  • Processed shipments and kept stock shelves in order.
  • Helped customers with complaints about the store and products.
  • Answered 9 daily phone calls in order to efficiently resolve initiative customer issues.
  • Compiled monetary reports and records for store managers on a weekly basis.

Summaries

  • Expert
  • Looking for a position as a Client Service Professional with a Beacon Labs in Phoenix.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Versatile
  • Deadline-driven
  • Calls are successfully converted into new sales.
  • Customer service and sales expert capable of recognizing customer needs and offering solutions to problems.
  • Ambitious
  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Client Service Professional who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.

Accomplishments

  • Provided critical insights to the account management team by analyzing client engagement data, contributing to a 62% increase in upsell opportunities.
  • Led the successful onboarding of 13 clients, reducing time-to-service initiation by 83% through process optimization and automation.
  • Increased sales 15% over two years.
  • Coached and mentored a team of 5 customer service representatives, resulting in a 75% improvement in customer service KPIs across the board.
  • Implemented self-service options for Tier 2 and Tier 3 clients, reducing workload on internal teams by 57% and improving response times for complex queries.
  • Worked with finance teams to resolve invoice discrepancies, leading to an improved accuracy in billing by 23%, helping recover $237,000 in lost revenue.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Collaborated with cross-functional teams to transition 16 major accounts from competitor services, ensuring smooth onboarding and reducing churn rate by 57%.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Created a customer service analytics dashboard, cutting down reporting time by 16 hours weekly and improving real-time decision-making.

Affiliations

  • Invited Speaker, Customer Retention Strategies Conference, Boston, 2015
  • Member, Business Process Design and Optimization Society (BPDOS), 2016 – Present
  • Certified Customer Experience Professional (CCXP), Customer Experience Professionals Association, 2023 – framework
  • Certified Customer Success Manager (CCSM), 2016
  • Participant, Global Sales Strategy and Client Management Workshop, 2023
  • Member, National Association of Customer Service Managers (NACSM), 2020 – Present
  • Member, Worldwide Client Service Leadership Forum, 2015
  • Member, Customer Service Professionals Network (CSPN) – method
  • Attended, Cross-Functional Team Collaboration Summit, Portland, 2021
  • Panelist, Strategic Customer Retention Webinar, 2023

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Call Center Management Certification - Northwind
  • Certified Contact Center Professional (CCCP) – Summit Group
  • CompTIA Network+
  • Inbound Sales Certified – HubSpot Academy
  • Customer Service Representative Certificate
  • Certified Service Operations Professional (CSOP) - Northwind
  • Certified Associate in Project Management (CAPM) - PMI
  • Certified Technology Specialist - Salesforce CRM
  • Certified Advanced Customer Support Professional - Summit Group

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