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Skills

  • Fluent in French
  • Types 3 wpm
  • Merchandising
  • CallSelect communication systems
  • Conflict resolution
  • i-channel contact center software
  • Adobe Creative Suite proficiency
  • Upselling techniques
  • Patient care and physical therapy
  • Background in stakeholder engagement

Work Experiences

  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.
  • Processed 15 invoices and mailed documentation to clients each 6 months.
  • Kept the system and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Greeted and assisted customers at a busy retail store with a monthly revenue of $16.
  • On-site training was provided by me.
  • Responded quickly to customer concerns and resolved procedure issues using risk assessment and stakeholder engagement.
  • Customers were notified of upcoming sales events and promotions.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Measured yardage and looked for stray golf balls.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.

Summaries

  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Articulate
  • Client Services Supervisor who has a track record of consistently exceeding sales targets.
  • Client Services Supervisor is an outgoing individual who excels at customer satisfaction and retention.
  • Client Services Supervisor with 13 years of successful strategic planning and data analysis experience.
  • 2 years of experience in progressive roles of accountability and leadership as a talented Customer Service professional.
  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Standard and system are examples of abilities.
  • Financial analysis, reconciliation, mortgage collections, loan documentation, SBA liquidation, credit and risk management assessment, and customer service are all areas of expertise for me.
  • Highly effective in data analysis, evaluating personnel performance, and putting in place top-notch strategies.

Accomplishments

  • Consistently maintained client satisfaction scores above 70%, earning team recognition as top client services team for 4 consecutive months.
  • Reduced the average complaint resolution time by 45%, through team coaching and by refining escalation procedures.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Managed escalated customer cases, resolving 46% of issues within two years and reducing customer complaints by 77%.
  • Category Met and exceeded quotas generating 17+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Collaborated with the marketing/sales team to ensure successful execution of post-sale client onboarding processes, which led to a 31% improvement in client retention.
  • Developed and executed training programs that enhanced the service quality of newly hired team members, reducing their onboarding time by 2 weeks.
  • Identified key training needs and initiated team development programs that resulted in a 69% reduction in employee turnover and improved morale.
  • Collaborated with cross-functional teams to enhance service functionality for Microsoft Excel, boosting user adoption rates by 68%.
  • Revamped team workflows and communication channels, ensuring that client follow-up times were cut by 82%. The updated process was adopted company-wide.

Affiliations

  • Society of Consumer Affairs Professionals in Business (SOCAP)
  • Conflict Resolution and Mediation Association (CRMA)
  • Six Sigma Green Belt Certification for Process Improvement Initiatives
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Sigma Services Elite - Customer Operations Group
  • Jaycees
  • National Retail Federation (NRF)
  • Salesforce Certified Professional (for software integration roles)
  • International Customer Management Institute (ICMI)

Certifications

  • Google Certified Professional Cloud Architect
  • Microsoft Certified Application Specialist (MCAS)
  • ISO 9001:2015 Lead Auditor Certification—Monitoring Compliance Standards
  • Certified Crisis Management Professional (CMP) for Client Issue Resolution
  • SHRM Certified Professional (SHRM-CP)
  • Certified Quality Improvement Associate (CQIA) for Client Feedback Analysis
  • Sales Essentials Certificate
  • Certified Six Sigma Black Belt (CSSBB) by ASQ
  • Adobe Certified Expert (ACE) Adobe Creative Suite
  • Certified Customer Service Manager (CCSM) by Service Strategies

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