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Skills

  • Retail materials management
  • Retail store support
  • Route dispatch
  • International sales support
  • Stocking and replenishing
  • Complaint resolution
  • Actionable insights from customer data
  • Customer-centric training program delivery
  • Call handle time optimization
  • Client escalation resolution

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Collaborated with vendors to plan more than 18 daily pickups and weekly deliveries.
  • Ensure that customers and internal departments are properly communicated with.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Created and maintained a detailed database to develop promotional sales.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • ServiceNow and standard techniques have been taught to me.
  • Hardworking Customer Care Consultant Team Leader with 7 years of telecommuting experience meeting customer needs.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Customer Care Consultant Team Leader with 10 years of successful team leadership and performance reporting experience.
  • Dedicated to meeting and exceeding category objectives through effective communication and metric abilities.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Competent Customer Care Consultant Team Leader with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Reduced overall call handling time by 15 minutes while maintaining high quality of customer interactions.
  • Collaborated with team of 7 in the development of framework.
  • Designed employee incentive programs that increased both engagement by 25% and customer satisfaction by 78%.
  • Increased customer lifetime value by 64% through proactive customer engagement efforts.
  • Collaborated in cross-department strategy discussions, reducing ticket escalation by 15%.
  • Successfully upsold customers to premium services, contributing to an 36% increase in revenue.
  • Resolved product issue through consumer testing.
  • Led a turnaround for a low-performing team, increasing customer satisfaction from 39% to 71% within the past year.
  • Leveraged Adobe Creative Suite analytics to predict peak call times, cutting missed service levels by 62%.
  • Introduced tailored VIP workflow managing, improving VIP satisfaction ratings by 37%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Customer Support Leadership Conference
  • National Association for Call Centers (NACC)
  • American Society for Quality (ASQ)
  • Project Management Institute
  • National Association of Social Workers
  • Toastmasters
  • Global Contact Center Awards Program
  • Customer Service Institute of America (CSIA)
  • Professional Association for Customer Engagement (PACE)

Certifications

  • First Aid/CPR Certified
  • Cisco Certified Network Professional (CCNP) Collaboration
  • Workforce Management Professional (WFM) Certification
  • Cisco Certified Network Associate (CCNA)
  • Certified Team Coach (CTC) - Scrum Alliance
  • SHRM Certified Professional (SHRM-CP)
  • Six Sigma Green Belt Certification - Northwind - 2018
  • Project Management Professional (PMP)
  • Customer Success Manager Certificate - Microsoft Excel
  • Google Certified Professional Cloud Architect

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