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Skills

  • Filing
  • POS systems expert
  • Credit card processing
  • Organized
  • Employee scheduling
  • Shipping procedures understanding
  • Staff education and training
  • Microsoft PowerPoint
  • Sales expertise
  • 10-Key

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased the team's revenue totals by bringing in more than $8 in personal 18 months sales.
  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Completed physical inventory counts each 18 months.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Motivated to keep customers happy and contribute to the company's success.
  • Customer Service Representative with 17 years of retail experience in fast-paced, team-oriented environments.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to method regulations and procedure department guidelines.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Bringing 5 years of Customer Service experience.
  • Customer Service Representative with experience working in a variety of category and customer service environments.
  • Fluent in Portuguese. Personable and professional communicator.
  • Customer Experience Coordinator is a service-oriented Customer Experience Coordinator with unrivaled customer service, task prioritization, and time management skills.

Accomplishments

  • Trained 5 new support agents on customer interaction etiquette, resulting in a 40% faster integration of agents and improved first-call resolution.
  • Analyzed support ticket trends to reduce volume and improve customer self-service options, decreasing support requests by 21% over several months.
  • Partnered with product teams to align support offerings with new features, reducing customer confusion and improving feature adoption by 44%.
  • Implemented a customer-focused training program that led to a 26% improvement in customer satisfaction and retention rates within the first three years.
  • Engaged in regular follow-up processes with customers post-service, resulting in a 66% rise in positive feedback and repeat business.
  • Built and managed a customer success team that improved customer lifetime value by 84%, driving sustainable growth.
  • Collaborated with team of 16 in the development of program.
  • Documented and resolved method which led to framework.
  • Customized CRM dashboards to monitor important touchpoint interactions that resulted in a 17% increase in customer contact rate efficiency.
  • Strategized and executed post-sale follow-ups, resulting in a client retention increase of 24% over a three years span.

Affiliations

  • Interactive Customer Experience Association
  • Customer Experience Professionals Association (CXPA)
  • Project Management Institute (PMI) – Customer Experience Project Certificate
  • Six Sigma Green Belt Certification – Process Improvement for Customer Services
  • International Institute of Business Analysis (IIBA)
  • Rotary International
  • Help Desk Institute (HDI)
  • American Marketing Association (AMA)
  • International Association of Administrative Professionals
  • American Society for Quality (ASQ) – Member with focus on Service Quality

Certifications

  • Lean Customer Service Provider Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Protection Officer (CPO)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Application Specialist (MCAS)
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)
  • Customer Onboarding and Adoption Certification by Northwind
  • Certified Business Analysis Professional (CBAP)
  • Google Analytics Individual Qualification (GAIQ)

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