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Skills

  • Performance metrics analysis
  • Credit and collections
  • Presentation design
  • Accounts payable and receivable
  • Account updates
  • Account management
  • Business operations
  • Tableau proficiency
  • Cross-functional team collaboration
  • Public relations

Work Experiences

  • Increased profits by taking advantage of opportunities to upsell additional products.
  • In charge of quality communication, customer service, and product representation for each client.
  • Was in charge of the training and daily performance of 11 employees.
  • Created professional letters, presentations, and spreadsheets that were free of errors.
  • Created department budgets by analyzing historical data, forecasting spending, and calculating actual costs.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Trained 14 new employees in procedures and policies in order to improve team performance each quarter.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Increased operational efficiency by managing work requests, new orders, pricing, and changes, as well as coordinating logistics to ensure delivery dates were met.
  • Was in charge of all day-to-day operations at 12 store locations.

Summaries

  • Six Sigma certified
  • Looking forward to taking on a new challenge with a successful team.
  • Pragmatic
  • Professional with extensive experience in streamlining processes, supervising team members, and completing process improvement.
  • Motivator and problem solver with a lot of experience.
  • Versatile
  • Having an unrivaled commitment to customer service.
  • Seasoned
  • Customer Care Manager with over 14 years of experience in retail and customer service.
  • Customers are consistently satisfied, loyalty is built, and retention processes are driven.

Accomplishments

  • Implemented an AI-based chatbot, reducing customer wait time by 16% and improving inquiry response accuracy by 32%. Donor integrations focused on Adobe Creative Suite.
  • Increased sales 6% over 18 months.
  • Documented and resolved metric which led to framework.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Led a successful transition to cloud-based customer service tools, increasing efficiency and cutting operational costs by 81%.
  • Designed a customer care knowledge base that reduced ticket submissions by 57% and improved self-service options for common inquiries.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Oversaw the training and development of 13 customer care agents, resulting in measurable performance improvements.
  • Reduced negative customer reviews by 37% through a combination of staff retraining and revised service level agreements.

Affiliations

  • Certified Professional in Customer Experience (CX) from the Customer Service Institute of America (CSIA).
  • Certified in Emotional Intelligence Coaching from the Emotional Intelligence & Innovation Learning Council, enhancing interpersonal skills within customer care teams.
  • Certified in Call Center Metrics and Analytics by ICMI, focusing on KPI monitoring and agent performance enhancements.
  • Recipient of 'Customer Service Leadership Award' from CSPN in 2016, recognizing excellence in customer satisfaction improvements.
  • Member of the International Customer Management Institute (ICMI), participating in events and webinars focused on customer service improvement techniques.
  • Participated in the 'Customer Success Excellence' workshop hosted by the American Management Association (AMA) in 2017.
  • Member of the Association for Talent Development (ATD), developing enhanced training and coaching programs for service teams.
  • Member of Customer Experience Professionals Association (CXPA), focusing on designing and implementing customer-focused engagement strategies.
  • Collaborated as a member of the Global Customer Relationship Management Forum (GCRMF) to exchange insights on global customer care strategies.
  • Affiliated with Women in Customer Care Leadership (WCCL), participating in peer mentoring programs aimed at professional growth in customer service roles.

Certifications

  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Certificate in First Call Resolution (FCR) from Beacon Labs
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Customer Service Professional Certificate
  • Certified Customer Interaction Management Professional (CCIMP) from Ironclad Systems
  • Customer Service Management Certificate from Lakeside Partners - 2020
  • Certified Public Accountant (CPA)
  • Certified Customer Success Manager (CCSM) from Vantage

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