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Skills

  • Active Data Online
  • Multi-line phone talent
  • Cash flow management
  • Computer literate
  • Personable
  • Key holder experience
  • Fluent in Portuguese
  • Strong interpersonal skills
  • Cash handling and management
  • Sales expertise

Work Experiences

  • Attended 10 team meetings to express my concerns and provide constructive feedback to others each month.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Kept up with market and product trends to effectively answer customer questions.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Completed an average of 17 transactions in a timely manner each day.

Summaries

  • Fluent in both English and Spanish.
  • Focused on customer service
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • 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.
  • Contact Center Specialist is skilled at bending and flexing in response to change.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Contact Center Specialist is articulate and driven to succeed.
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.

Accomplishments

  • Processed high call volumes efficiently, maintaining quality throughout 8 interactions daily during peak periods.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Collaborated with team of 12 in the development of program.
  • Designed a knowledge-sharing program, reducing dependency on team leads and improving self-sufficiency among agents by 52%.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Resolved product issue through consumer testing.
  • Designed and delivered training programs that enhanced agent communication skills, increasing overall customer satisfaction scores by 20%.
  • 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.
  • Participated in quality improvement meetings, providing feedback and implementing suggestions that boosted customer service scores by 38%.
  • Successfully managed multi-channel communication, optimizing response times and maintaining customer satisfaction at 11% or higher.

Affiliations

  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)
  • Customer Service Institute of America (CSIA) - Certified Customer Experience Professional
  • Society for Customer Care Excellence (SCCE) - Recognition for Outstanding Service Contributions
  • North American Customer Service Management Council - Certified Representative
  • American Society of Quality (ASQ) - Certified Quality Improvement Associate
  • Association of Information Technology Professionals
  • Call Center Network Group (CCNG) - Active Participant
  • National Retail Federation (NRF) - Engaged in Customer Experience Development
  • Global Association for Contact Center Professionals - Affiliate

Certifications

  • Certified Public Accountant
  • ServSafe
  • CompTIA Network+
  • Certified Call Center Specialist – ICSA
  • Cloud Contact Center Migration Certification – metric
  • Project Management Professional (PMP)
  • Certified Contact Center Supervisor (CCCS)
  • ACD (Automatic Call Distribution) Certification
  • First Aid/CPR Certified
  • Customer Relationship Management (CRM) License – Jira

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