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Skills

  • Adobe Creative Suite software
  • Strong interpersonal skills
  • Computer literate
  • Client relations strength
  • Cross-functional team collaboration
  • Consistently meets sales goals
  • Fluent in Portuguese
  • Patient care and physical therapy
  • Cash flow management
  • Cash handling and management

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Attended 10 team meetings to express my concerns and provide constructive feedback to others each month.
  • Facilitated method orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Kept the process and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Averaged 8 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Processed shipments and kept stock shelves in order.
  • Won

Summaries

  • Fluent in Spanish. Personable and professional communicator.
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • Innovative
  • A committed, tactical team builder and strategic planner seeking a position in account management or sales with a forward-thinking elevator service and construction firm.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Procedure and program are examples of abilities.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Focused on customer service
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Versatile

Accomplishments

  • Implemented feedback loops from post-call surveys, resulting in an immediate improvement in customer satisfaction ratings by 57%.
  • Helped drive strategy to decrease overall costs by implementing virtual training for remote agents, saving the company 12 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proposed and executed a team-based approach, improving departmental resolution times from 12% to 50% year-over-year.
  • Developed and presented new product knowledge training to team members, resulting in a 57% improvement in first-call resolution rates.
  • Implemented customer-centric strategies that led to an increase in Net Promoter Score (NPS) by 31% over a 2024-year period.
  • Reduced average hold times by automating common queries with FAQ resources, contributing to a 67% rise in self-service resolution rates.
  • Analyzed customer service metrics monthly, identifying key areas for improvement that directly contributed to a 65% increase in first-contact resolution.
  • Anticipated customer needs by analyzing call patterns, directly influencing proactive measures that led to a 21% decrease in repeat calls.
  • Trained new hires on CRM software usage and call-handling techniques, reducing time to full productivity by 12 weeks.

Affiliations

  • Customer Experience Professionals Association (CXPA) - Proud Member
  • Association for Computing Machinery
  • American Society of Quality (ASQ) - Certified Quality Improvement Associate
  • International Institute of Business Analysis (IIBA) - Focus on Contact Center Software Analysis
  • Customer Success Association - Member specialized in Retention Strategies
  • Global Association for Contact Center Professionals - Affiliate
  • Customer Relations Management Institute - Certification in Customer Interaction
  • DMA (Data & Marketing Association) - Member, focussing on Customer Interaction
  • International Customer Management Institute (ICMI) Member
  • Society of Human Resource Management

Certifications

  • CX Certification – Microsoft Excel
  • Certified Public Accountant (CPA)
  • Certified Contact Center Supervisor (CCCS)
  • Customer Data Privacy Compliance Certification – system
  • Leadership Essentials Certificate
  • Multilingual Customer Service Specialist Certification – French
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Help Desk Institute (HDI) Customer Service Representative Certification
  • SHRM Certified Professional (SHRM-CP)

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