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Skills

Service standard compliance
Staff education and training
International sales support
Report creation
Complaint resolution
Stockroom procedures
Computer proficient
Technologically savvy
Materials transport
High-energy attitude

Work Experiences

Used ServiceNow to complete quality assurance, which resulted in initiative.
Exceeded two years service goals using customer service, sales, and employee management best practices.
Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
Calculated accurate sales prices for purchase transactions.
Escalated difficult issues to Customer Associate for additional help and resolution.
Provided translation services for a 5-person team to meet the needs of Portuguese-speaking customers.
In charge of quality communication, customer service, and product representation for each client.
Assessed customer needs and upsold products and services to increase initiative sales.
Complied with method regulatory agencies' privacy and security requirements.
Was in charge of processing customer account changes.

Summaries

Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
Innovative
To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
Dependable and courteous self-starter and team player seeking to apply previous experience to a framework position with a forward-thinking organization.
Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.

Accomplishments

Resolved product issue through consumer testing.
Regularly contributed to inventory audits that reduced stock loss due to discrepancies by 48%, improving overall inventory accuracy.
Leveraged POS system expertise to expedite checkout processes by 44%, leading to higher customer satisfaction ratings.
Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Collaborated with team of 6 in the development of standard.
Oversaw a team of 8 associates during peak store hours, maintaining an efficient and customer-centric environment.
Designed and delivered new associate training program, resulting in a 80% decrease in onboarding time and measurable improvement in service quality.
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.
Upsold premium products, resulting in an additional $17 in monthly revenue on average.
Reduced product return rates by 76% by focusing on aligning customer needs more closely with product recommendations.

Affiliations

Member, American Management Association - Customer Service Branch (AMA), 2023 - Present
Pursuing Certification in Data-Informed Customer Service Strategies, Salesforce, 2016
Volunteer, Local Chamber of Commerce Customer Service Committee, Raleigh, 2018
Certified Customer Support Professional (CCSP), International Customer Management Institute (ICMI), 2020
Participant, Conflict Resolution Workshop with Cedar Works, 2023
Active Member, Online Customer Service Advisory Group Forum, 2023
Certified in Client Relationship Management by method, 2018
Continuous Education, Supply Chain Fundamentals for Customer Service Course, Northwind, 2016
Certified in Sales Order Processing and Fulfillment Management, ITIL, 2024
Sales Leadership Member, Summit Group Sales Achievement Club, 2016

Certifications

Google Certified Professional Cloud Architect
Customer Service Excellence Certification Northwind
ServSafe
Apple Certified Associate (ACA)
ITIL Foundation Certification in IT Service Management for E-commerce
Certified Public Accountant (CPA)
Certified Specialist in E-business (EBIZ) - Portland
Escalation Management Specialist Certification - HubSpot
Omnichannel Customer Service Certification - ServiceNow
Shopify Customer Support Specialist Certification

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Oct, 2023

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