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Skills

  • Customer relationship management (CRM) system expertise
  • Technologically savvy
  • High-energy attitude
  • Schedule mastery
  • Employee coaching
  • Escalation management
  • Materials transport
  • Conflict mediation
  • In-store support
  • Shipping and receiving understanding

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Conducted customer interviews for process issues and provided feedback to the management team.
  • Provided excellent customer service by following up on issues, spearheaded and implemented.
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.

Summaries

  • Well-versed in Customer Service best practices and standards.
  • Mentoring and coaching skills in a dynamic professional.
  • Procedure regulations and procedures are second nature to me.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Customer Care Sales Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Team player who is empathetic and supportive.
  • Customer service professional who is used to working in a fast-paced method call center environment.
  • HubSpot expert who excels at meeting and exceeding sales targets.
  • Accurately documents call details, prepares reports, and schedules service.
  • Customer Care Sales Specialist with a 14-year track record in customer service and a strong aptitude for working in remote environments with little supervision.

Accomplishments

  • Identified and cross-sold additional solutions during support calls, helping the team meet a $117,000 additional monthly revenue target.
  • Led a series of customer experience workshops, which resulted in a 61% improvement in overall CSAT scores.
  • Created customer success playbooks that increased first-call resolution rates by 83% across the team.
  • Assisted in building a structured customer feedback program, contributing to a 73% reduction in repeat tickets related to procedure.
  • Collaborated with the marketing team to refine email campaigns, resulting in a 69% higher open rate and improved conversion rates.
  • Assisted in piloting a new queue management system, cutting average response times by 62% and improving overall team productivity.
  • Optimized omnichannel communication strategies which reduced support handling time by 22%, leading to increased customer retention.
  • Revised lead nurturing process, resulting in a 40% increase in engagement rates and a 63% decrease in lead time-to-close.
  • Implemented a feedback loop to improve the product roadmap, contributing to a 72% increase in customer satisfaction scores.
  • Maintained a consistent 83% lead conversion rate by employing highly targeted follow-up communications.

Affiliations

  • Speaker at the Annual Global Call Center Management Summit, 2015
  • Coach, Regional Sales and Customer Service Workshops, 2019-Present
  • Recipient of Innovation Award, Excellence in Sales & Service, 2024
  • Sales Certification from Sandler Training, 2019
  • Alumni, category Sales and Customer Management Program, Class of 2015
  • Member, Association of Customer Contact Professionals (ACCP), 2023-Present
  • Member, Professional Association for Customer Engagement (PACE) 2020 – Present
  • Participant, Women in Sales Everywhere (WISE) — Sales Training and Networking Activity, 2023
  • Member, American Customer Satisfaction Index (ACSI), 2020 – Present
  • Certified Sales Expert (CSE), American Association of Inside Sales Professionals (AA-ISP), 2021

Certifications

  • Certified in Data-Driven Marketing (CDDM) - Beacon Labs
  • Salesforce Certified Service Cloud Consultant
  • Advanced Lead Conversion Specialist - Workday
  • Certified Call Center Professional (CCCP) - Lakeside Partners
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Certified Negotiation Expert (CNE) - Ironclad Systems
  • Certified Customer Experience Expert (CCX) - Summit Group
  • Professional Certified Marketer (PCM) Sales Management
  • American Academy of Financial Management (AAFM)

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