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Skills

  • Recordkeeping strengths
  • Contract development
  • Technologically savvy
  • Inventory control
  • Clerical support
  • Computer proficient
  • Sale expertise
  • Complaint resolution
  • Key holder experience
  • Report creation

Work Experiences

  • Returns and exchanges were handled by me.
  • Updated the initiative system with order details, customer information, preferences, and billing details.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Determined accurate prices for category customer services by searching for the best deals and prices for customers on a regular basis.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Calculated accurate sales prices for purchase transactions.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Won
  • Enhancing each customer's experience

Summaries

  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • 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.
  • Fluent in both English and Spanish.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Collaborate with commercial lenders to achieve sales targets.
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a metric position with a forward-thinking organization.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • Professional with over 18 years of experience in project management and process improvement initiatives across the enterprise.
  • 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.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Played a key role in implementing a customer feedback loop initiative, resulting in an metric% increase in overall customer satisfaction.
  • Recognized for achieving a 17% reduction in ticket resolution time through effective use of standard.
  • 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.
  • Documented and resolved procedure which led to program.
  • Participated in monthly quality audits, ensuring adherence to regulatory and company standards, which led to a 52% improvement in compliance ratings.
  • 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.
  • Promoted to team lead after two consecutive quarters of exceeding individual performance goals and mentoring junior agents.
  • Achieved status as one of 8 top sales performers in the region comprised of 3 stores.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.

Affiliations

  • Attendee, 'Customer Retention and Relationships' at category
  • Member, Institute of Customer Service (ICS), dedicated to improving workplace customer excellence
  • Completed the Contact Center Manager certification, metric
  • Participant, 'Service Creators' Industry Leadership Program focusing on customer satisfaction
  • Certified Customer Experience Professional (CCXP), Customer Experience Professionals Association (CXPA)
  • Proud affiliate of Customer Contact Strategies professional seminars on call centers
  • Active Participant, National Association of Call Centers (NACC) webinars on contact center best practices
  • Engaged in thought leadership discussions on customer retention strategies via the standard
  • Active Member, International Association of Help Desk Professionals (IAHDP)
  • Attended Customer Support Excellence Workshop hosted by system

Certifications

  • Advanced Customer Care Agent Training - Vantage
  • Customer-Centric Strategy in Operations Training - 2024
  • Customer Experience Management Certification from Brightline
  • Apple Certified Associate (ACA)
  • American Academy of Financial Management (AAFM)
  • SAP Certified Application Associate
  • Cisco Certified Network Associate (CCNA)
  • Certified Associate in Project Management (CAPM) 2022 - Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)

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