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Skills

  • Complaint resolution
  • Cross-functional collaboration
  • High-energy attitude
  • POS systems expert
  • Fleet dispatching
  • Customer Behavior Analysis
  • Materials transport
  • Training development aptitude
  • Promotional support
  • Recordkeeping strengths

Work Experiences

  • Kept up with market and product trends to effectively answer customer questions.
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Got better.
  • 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.
  • Had planned ahead.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Invented
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Lead on-site and off-site customer support teams across multiple time zones.

Summaries

  • Fluent in both English and Spanish.
  • ServiceNow expert who excels at meeting and exceeding sales targets.
  • Service-driven
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Ambitious
  • Customer Care Consultant is skilled at bending and flexing in response to change.
  • Customer satisfaction has been proven to rise in the past.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • 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

  • Contributed to a Excellence Award-winning service improvement project in 2022, optimizing customer engagement processes.
  • Initiated a proactive support model, resolving customer inquiries ahead of deadlines, maintaining a 62% SLA compliance over several months.
  • Resolved product issue through consumer testing.
  • Implemented a new feedback and reporting system allowing communication with over 5 customers to inform ServiceNow enhancements.
  • Developed a conflict resolution program for high-priority clients, minimizing escalations by 32%.
  • Increased sales 16% over one year.
  • Developed and launched an automated customer communication plan that reduced follow-up calls by 35%.
  • Identified workflow inefficiencies that resulted in changes reducing hold times by 81% across the board.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Led cross-functional teams to resolve process which improved customer satisfaction scores by 79% points.

Affiliations

  • Affiliated with the National Retail Federation (NRF) Customer Service Division category, discussing trends and advancements in retail customer care.
  • Continued education with the Customer Satisfaction Research Institute 2015, driving initiatives for measuring and improving customer feedback accuracy.
  • Engaged in the Customer Care Institute system, regularly attending webinars on customer feedback and complex inquiry resolution processes.
  • Member of the Customer Experience Professionals Association (CXPA) since 2020, committed to excellence in customer journey mapping.
  • Participant in the Global Customer Experience Council initiative, focusing on innovative solutions for improving NPS scores.
  • Involved in the Voice of the Customer Association (VOCA) 2024, learning advanced methods to gather and utilize customer insights.
  • Attendee of the Customer Care Strategy Forum 2023, improving methods for tracking and escalating feedback for product improvement.
  • Completed Six Sigma with the Customer Service Complaint Managers initiative in 2020, focusing on escalation and resolution frameworks.
  • Certified in Tableau Support through Help Desk Institute (HDI) 2020, ensuring alignment with industry standards for customer care.
  • Active volunteer in the Service Quality Institute method, providing insights on international customer experience enhancements.

Certifications

  • First Aid/CPR
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Loyalty Professional (CCLP)
  • AI in Customer Support Certificate Program, program - 2024
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SAP Certified Application Associate
  • Cross-Selling Training and Certification, supported by Beacon Labs, 2024
  • ITIL 4 Foundation, ensuring effective service management
  • B2C Customer Support Specialist Certificate, endorsed by Brightline

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