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Skills

  • Tableau software
  • Types 2 wpm
  • Credit card payment processing
  • Medicare and Medicaid eligibility
  • Multi-line phone talent
  • Educating customers
  • Cross-functional collaboration
  • Transportation solution development
  • CallSelect communication systems
  • Schedule mastery

Work Experiences

  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Identified
  • Answered 9 daily phone calls in order to efficiently resolve process customer issues.
  • Used Salesforce to complete client relations, which resulted in metric.
  • Got better.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Was in charge of processing customer account changes.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Ranked as the most effective in spearheaded out of 3 representatives.

Summaries

  • Reliable and punctual Sales Associate with a strong work ethic and over 13 years of retail experience.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Proactive
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Articulate
  • Motivated
  • Mentoring and coaching skills in a dynamic professional.
  • Resourceful

Accomplishments

  • 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.
  • Developed relationship-building techniques that increased customer retention by 40% year-over-year.
  • 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.
  • Implemented customer retention techniques that reduced churn by 40% over a the past year period.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Led a Denver-based team focused on high-volume ticket triage, reducing average resolution time for key product issues by 72%.
  • Provided in-depth training sessions on customer communication strategies, leading to a 60% improvement in response accuracy and speed across all channels.
  • Reduced support ticket backlog by 50% through targeted process improvements and prioritization strategies.
  • Documented and resolved initiative which led to process.
  • Method 6 WPM data entry rate, with 5% accuracy.

Affiliations

  • Member, International Association of Support Professionals (IASP), member since 2023
  • Certified Customer Engagement Specialist, recognized by Brightline, 2021
  • Attended ‘Best Practices in Customer Experience Analytics’ workshop, Seattle, 2017
  • Participant, Customer Service Leadership Program at Lakeside Partners, 2022
  • Coordinator of the ‘Customer Feedback into Product Development’ initiative at Summit Group, 2018
  • Member, National Association of Call Centers (NACC), since 2016
  • Presented at Customer Experience Summit on ‘Innovations in Wait Time Reduction,’ 2016
  • Presented findings on Churn Reduction Strategies at industry event 'procedure', 2019
  • Frequent contributor to the Customer Service Excellence Journal, since 2024
  • Volunteer, Society for Customer Support Professionals (SCSP), 2017

Certifications

  • Customer Service Excellence Certificate
  • Customer Experience Specialist (CXS) Certification by CCI
  • Certified Technical Support Professional (CTSP)
  • Certified Support Manager (CSM), offered by Service Strategies
  • Certified Public Accountant (CPA)
  • Google Analytics Individual Qualification (GAIQ)
  • First Aid/CPR
  • Certified Customer Success Manager (CCSM) Level 2 by SuccessCOACHING
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Google Certified Professional Cloud Architect

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