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Skills

  • Complaint resolution
  • Live chat support
  • Proficient in MS Office
  • Excellent multi-tasker
  • Cross-functional team collaboration
  • Corporate Communications
  • Microsoft PowerPoint
  • Employee scheduling
  • Inventory control procedures
  • Dependable and reliable

Work Experiences

  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Provided training to new sales associates so that they could contribute to the store's positive culture.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Alerted management after spotting potential shoplifters.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.
  • Averaged 16 new customers per month, generating 2% of the team's revenue using the system approach.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Bring extensive high-call volume experience working with standard consumers spanning 3 years.
  • Customer service expert with 11 years of experience resolving account and service issues for method clients.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Fluent in French. Personable and professional communicator.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Successful Contact Center Representative with 10 years of customer service experience by coordinated.
  • Contact Center Representative is a service-oriented Contact Center Representative with unrivaled customer service, task prioritization, and time management skills.
  • Strengths in performance reporting and quality assurance backed up by Customer Service training.
  • Hardworking Contact Center Representative with 6 years of telecommuting experience meeting customer needs.

Accomplishments

  • Reduced call escalations by 23% after implementing a more direct customer issue triage method, leading to efficient problem-solving.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Documented and resolved procedure which led to program.
  • Initiated an outbound call program that targeted inactive accounts, resulting in a 53% reactivation rate.
  • Utilized CRM tools to track and resolve customer complaints within the past year, reducing complaint resolution time by 22%.
  • Led the rollout of a customer relationship management (CRM) tool, which reduced case-handling time by approximately 51%.
  • Boosted team productivity by 82% through real-time monitoring of KPIs and proactive troubleshooting of inbound workflows.
  • Achieved status as one of 13 top sales performers in the region comprised of 10 stores.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Service Guru Academy - Certification in Active Listening
  • National Association of Social Workers
  • American Society of Safety Professionals
  • American Management Association (AMA) - Upselling Strategies Workshop
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals (IAAP)
  • Contact Center World - Best Practices Community
  • Customer Service & Support Professionals LinkedIn Group
  • Inbound Sales Certificate - HubSpot Academy
  • Toastmasters International - Communication and Leadership Certification

Certifications

  • Apple Certified Associate (ACA)
  • Certified Customer Experience Professional (CCXP)
  • Certified Call Center Quality Analyst
  • Managing Difficult Customer Interactions Certificate from Summit Group
  • Certified Protection Officer (CPO)
  • Certified Contact Center Manager (CCCM) by Meridian
  • Certified Technical Support Specialist (CTSS) by Meridian
  • Data Entry Skills Certification from Cedar Works
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe

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