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Skills

  • Employee relations
  • Cash handling and management
  • Active Data Online
  • Medicare and Medicaid eligibility
  • Administrative support
  • Fluent in German
  • Personable
  • MS Office
  • Process improvement
  • Shipping procedures understanding

Work Experiences

  • Developed and maintained strong working relationships with my peers and upper management.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Calculated accurate sales prices for purchase transactions.
  • Helped customers with complaints about the store and products.
  • Identified
  • Provided friendly, knowledgeable service and support in response to customer requests.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Had planned ahead.
  • Attended local, regional, and national trade shows for product development training as defined by territory needs.
  • Processed shipments and kept stock shelves in order.

Summaries

  • Expert
  • Communicative and team-oriented, with Microsoft Excel expertise.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Customer service management expert with a track record of increasing team productivity, reducing escalated calls, and increasing customer satisfaction.
  • PMP certified
  • Seasoned
  • Customer service and sales expert capable of recognizing customer needs and offering solutions to problems.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Service-driven
  • Versatile

Accomplishments

  • Standardized client success workflows that contributed to a Employee of the Year recognition for best customer service in Austin for 2020.
  • Developed tailored engagement plans leading to an increase in customer engagement score by 18% and improving customer retention by 20%.
  • Executed a proactive customer communications strategy to inform clients about product updates, leading to a 28% increase in product adoption by 2021.
  • Optimized the client onboarding process by implementing automation tools such as Microsoft Excel, reducing onboarding time by 18 months and improving NPS by 53% points.
  • Utilized customer success software to track lifecycle milestones, enhancing proactive account management and reaching a 13% improvement in mean-time-to-resolution.
  • Collaborated across teams to launch an enhanced customer knowledge base using Jira, reducing inbound calls and support tickets by 52%.
  • Implemented customer feedback mechanisms and processed feedback into actionable steps, improving product satisfaction score by 27% in 18 months.
  • 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.
  • Built a comprehensive customer feedback loop leading to quicker issue resolution, which resulted in a 47% increase in first-call resolution performance.
  • Enhanced support team training which led to a 27% faster response time for incoming inquiries and improved ticket resolution rate by 17%.

Affiliations

  • Advocate in the Online Customer Experience Community, exchanging trends on omni-channel engagement with a special focus on process improvement.
  • Keynote speaker at 2020 Customer Service Leadership Summit, discussing strategies to increase Net Promoter Score (NPS) by 38% through direct feedback systems.
  • Member of the National Customer Service Association (NCSA) since 2018, collaborating with peers to identify emerging trends in customer feedback systems.
  • Affiliate of the Women's Leadership Forum for Customer Experience (WLFCX), promoting diversity and inclusion perspectives within customer advocacy programs.
  • Active participant in the American Marketing Association (AMA) webinars that focus on advanced customer life cycle management practices.
  • Contributed to open forums at the Client Lifecycle Experts Conference, sharing success stories of managing key accounts and renewal strategies.
  • Selected for a task force within the Global Customer Engagement Council to redesign feedback loops that increased client satisfaction metrics by 16%.
  • Member of the Sales and Operations Planning Society (S&OPS), expanding expertise in creating seamless customer engagement across multiple touchpoints.
  • Affiliate of the Customer Leaders Network, actively engaging in roundtable discussions about client renewals and successful upsell/cross-sell approaches.
  • Attended annual workshops hosted by the Account Management and Engagement Professionals (AMEP), receiving in-depth training on contract renewals and deal expansions.

Certifications

  • Certified Business Relationship Manager (CBRM) – Business Relationship Management Institute (BRMI)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Success Manager (CSM) Certification - SuccessHACKER
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Analytics Individual Qualification (GAIQ) - Google
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Social Media Customer Care Specialist - Digital Customer Care Institute
  • Google Certified Professional Cloud Architect

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