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Skills

  • Credit card processing
  • MS Office
  • Cash handling and management
  • Merchandising
  • CallSelect communication systems
  • International sales support
  • Proficient in Workday
  • Goal-oriented
  • Patient care and physical therapy
  • MS Office Suite

Work Experiences

  • Kept track of account activity and created sales reports.
  • Translated for the entire 14-person team in order to meet the needs of French-speaking customers.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Had planned ahead.
  • Educated customers by reviewing orders and teaching them about basic equipment care and maintenance.
  • Negotiated tender and contract terms in order to meet the needs of both the client and the company.
  • Completed an average of 14 transactions in a timely manner each day.
  • Led a team of 10 customer service representatives who helped process customers.
  • Processed shipments and kept stock shelves in order.
  • 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.

Summaries

  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Intuitive in fast-paced environments and maintaining composure in stressful situations.
  • Motivating leader who has built and managed category teams in the past.
  • Customer Engagement Leader is skilled at bending and flexing in response to change.
  • Initiative, metric, and procedure are all available.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Customer Engagement Leader is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Customer service management expert with a track record of increasing team productivity, reducing escalated calls, and increasing customer satisfaction.
  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Deadline-driven

Accomplishments

  • Executed a proactive customer communications strategy to inform clients about product updates, leading to a 28% increase in product adoption by 2021.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Redefining the customer onboarding journey through the introduction of milestone-based planning, which cut onboarding time by three years and reduced new client churn by 26%.
  • Led a successful customer segmentation project that improved targeted communications, resulting in a 57% increase in customer engagement with key accounts.
  • Achieved status as one of 5 top sales performers in the region comprised of 11 stores.
  • Increased Net Promoter Score (NPS) by 69% points in two years through regular post-engagement surveys and responsive follow-up initiatives.
  • Collaborated closely with product teams to implement customer-requested features, leading to a 2% increase in product satisfaction and improved overall usage retention.
  • Created a personalized engagement dashboard which tracked over 17 key customer metrics and led to a 66% improvement in client satisfaction.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Affiliations

  • Attendee of procedure specializing in customer lifecycle and holding certificates in process innovation & renewals strategy.
  • Served as a panel guest at Customer Service Conference, discussing innovations in customer loyalty programs based on successful case studies.
  • Member of the Sales and Operations Planning Society (S&OPS), expanding expertise in creating seamless customer engagement across multiple touchpoints.
  • Keynote speaker at 2020 Customer Service Leadership Summit, discussing strategies to increase Net Promoter Score (NPS) by 38% through direct feedback systems.
  • Affiliate of the Customer Leaders Network, actively engaging in roundtable discussions about client renewals and successful upsell/cross-sell approaches.
  • Selected for a task force within the Global Customer Engagement Council to redesign feedback loops that increased client satisfaction metrics by 16%.
  • Contributor to Leaders in Customer Strategy Magazine, featuring insights on optimizing customer life cycle management processes across industries.
  • Contributor to the Customer Contact Council (CCC) newsletters, authoring best practices on collaborative customer retention problem-solving.
  • Member of the National Customer Service Association (NCSA) since 2018, collaborating with peers to identify emerging trends in customer feedback systems.
  • Co-chair of the B2B Customer Engagement Leaders Group, focusing on client satisfaction through process improvements that have led to efficiency gains.

Certifications

  • Certified Sales and Marketing Professional (CSMP) - National Association of Sales Professionals (NASP)
  • HubSpot Inbound Marketing Certification - system
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Customer Service Representative Certificate
  • Certified Customer Engagement Specialist – Lakeside Partners
  • Microsoft Certified Systems Engineer (MCSE)
  • American Academy of Financial Management (AAFM)
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Google Analytics Individual Qualification (GAIQ) - Google

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