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Skills

  • Technologically savvy
  • Materials transport
  • Direct sales
  • Credit card processing
  • Receiving support
  • Schedule mastery
  • Key holder experience
  • International sales support
  • Quality assurance controls
  • Account management

Work Experiences

  • Was in charge of processing customer account changes.
  • In charge of quality communication, customer service, and product representation for each client.
  • Invented
  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Calculated accurate sales prices for purchase transactions.
  • Returns and exchanges were handled by me.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Consistently outperformed my daily credit card application goals.

Summaries

  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Customer Associate who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Over 14 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Ambitious
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • Focused on customer service
  • I worked on films that screened at Asians on Film Festival, Boston International Film Festival, Tri-Cities Fantastic Fest, and Mile High Horror Film Festival, among others.

Accomplishments

  • Identified and addressed team’s sales challenges, contributing to a 48% improvement in team sales performance year-on-year.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • 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.
  • Spearheaded a holiday season merchandising strategy that resulted in $8 in incremental sales and improved foot traffic by 25%.
  • Introduced a sales forecasting model that increased accuracy by 56%, helping the store to better align stock replenishment with demand.
  • Procedure 17 WPM data entry rate, with 12% accuracy.
  • Streamlined checkout procedures by implementing digital receipt systems, shortening transaction times by 9 seconds on average.
  • Supported management during peak sales events, contributing to a record-breaking $16 in sales during process.
  • Implemented customer feedback into product training, resulting in a 56% increase in frontline associate product knowledge competency.

Affiliations

  • Certified Customer Support Professional (CCSP), International Customer Management Institute (ICMI), 2020
  • Member, Association for Customer Contact (ACC), 2015 - Present
  • Attendee, International Call Center Manager Conference, 2016, Austin
  • Member, Society of Consumer Affairs Professionals (SOCAP), 2020-Present
  • Attendee, Customer Support Transformation Conference, Austin, 2022
  • Training Completion, Advanced Customer Interaction Techniques, Atlanta, 2022
  • Continuous Education, Supply Chain Fundamentals for Customer Service Course, Northwind, 2016
  • Attendee, Service Excellence & Customer Experience Expo, Raleigh, 2024
  • Pursuing Certification in Data-Informed Customer Service Strategies, Salesforce, 2016
  • Volunteer Coordinator, Community Product Promotion Event, Columbus, 2022

Certifications

  • ServSafe
  • Salesforce
  • Apple Certified Associate (ACA)
  • HubSpot Customer Service Software Certification
  • CompTIA Security+
  • Inbound Customer Service Certification - HubSpot
  • Association for Project Management (APM)
  • Cross-selling and Up-selling Mastery Certification - QuickBooks
  • Customer Onboarding Process Specialist - Brightline
  • ITIL Foundation Certification in IT Service Management for E-commerce

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