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Skills

  • MS Office Suite
  • Personable
  • Client relations strength
  • Cash handling and management
  • Types 18 wpm
  • Planning and Organization
  • Staff education and training
  • ServiceNow software
  • Strong interpersonal skills
  • Fluent in Spanish

Work Experiences

  • Kept the metric and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Suggested alternatives when a product was out of stock.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Customers were notified of upcoming sales events and promotions.
  • Responded to customer calls in a timely and professional manner.
  • Provided prompt and courteous assistance to customers in person and over the phone.
  • Was thorough and professional in my responses to all customer inquiries.

Summaries

  • Customer Service Representative with 5 years of retail experience in fast-paced, team-oriented environments.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Customer Care Advocate is a driven Customer Care Advocate who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Vantage.
  • Fluent in Portuguese. Personable and professional communicator.
  • Customer Care Advocate proactive with experience in providing support and resolving customer complaints.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Successful Customer Care Advocate with 11 years of customer service experience by streamlined.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer service specialist with over 4 years of experience resolving account and service issues for Customer Service clients.

Accomplishments

  • 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.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Handled an average of 4 customer inquiries per day across phone, email, and chat while maintaining a 81% satisfaction rate.
  • Piloted a customer experience improvement project that increased NPS scores by 41% in several months.
  • Resolved product issue through consumer testing.
  • Identified and resolved recurring customer issues using data analysis, decreasing the volume of complaints by 62% in the past year.
  • Worked on an escalation reduction project that contributed to a 73% improvement in first-level issue resolution across three years.
  • Created and tested new support workflows that reduced complaint resolution time from three years to three years, resulting in 55% fewer escalated cases.
  • Reduced customer ticket backlog by 73% through efficient prioritization, automation implementation, and team mentoring.

Affiliations

  • Customer Service Benchmarking Association (CSBA)
  • Field Service USA - Community for Customer Support & Advocacy
  • Toastmasters
  • National Customer Service Association (NCSA)
  • Customer Contact Week (CCW) Digital
  • Society of Women Engineers
  • Help Desk Institute (HDI)
  • Lions Club
  • International Council of Nurses
  • American Society of Safety Professionals

Certifications

  • Certified Public Accountant (CPA)
  • Certified Client Retention Specialist (CCRS)
  • Microsoft Dynamics Customer Service Certification
  • Certified Customer Experience Professional (CCXP)
  • Microsoft Certified Systems Engineer (MCSE)
  • First Contact Resolution (FCR) Mastery Certification
  • Customer Journey Mapping Certification
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)

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