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Skills

  • Microsoft Office Suite
  • Process improvement techniques
  • Flexible scheduling
  • Returns policies
  • Recordkeeping strengths
  • Employee scheduling
  • Organized
  • Excellent multi-tasker
  • Prioritization
  • Client relationship building

Work Experiences

  • Averaged 18 new customers per month, generating 9% of the team's revenue using the standard approach.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Completed physical inventory counts each 18 months.
  • Processed 14 invoices and mailed documentation to clients each 18 months.
  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Ensure that customers and internal departments are properly communicated with.
  • Provided prompt and courteous assistance to customers in person and over the phone.
  • Customers were notified of upcoming sales events and promotions.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Dependable, self-motivated, and looking to apply my experience to a standard role.
  • Customer Experience Coordinator is a service-oriented Customer Experience Coordinator with unrivaled customer service, task prioritization, and time management skills.
  • Customer Experience Coordinator proactive with experience in providing support and resolving customer complaints.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Fluent in Portuguese. Personable and professional communicator.
  • Customer Experience Coordinator with 5 years of experience in dealing with customer requests and concerns.
  • Bring extensive high-call volume experience working with procedure consumers spanning 11 years.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Very knowledgeable about Power BI, as well as procedure competitors and offerings.

Accomplishments

  • Partnered with product teams to align support offerings with new features, reducing customer confusion and improving feature adoption by 44%.
  • Analyzed support ticket trends to reduce volume and improve customer self-service options, decreasing support requests by 21% over several months.
  • Increased sales 9% over one year.
  • Collaborated in launching a customer experience roadmap that increased customer engagement by 47% across all marketing channels.
  • Engaged in regular follow-up processes with customers post-service, resulting in a 66% rise in positive feedback and repeat business.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Supervised a customer support team of 11 representatives, achieving a 79% reduction in first response time, improving overall team performance and client satisfaction.
  • Monitored and analyzed customer service KPIs, driving continuous improvement initiatives that improved average handling time by 80%.
  • 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 tailored customer onboarding processes that increased customer adoption and decreased onboarding time by 15% within two years.

Affiliations

  • Member of the International Contact Center Management Certification (ICMC)
  • American Management Association – Membership in Customer Care Programs
  • CX Network – Contributor and Member
  • International Institute of Business Analysis (IIBA)
  • Help Desk Institute (HDI)
  • Service Quality Division, American Society for Quality (ASQ)
  • American Medical Informatics Association
  • HubSpot Academy certifications: CRM and Customer Success
  • Association for Computing Machinery
  • American Society of Safety Professionals

Certifications

  • Complaint Handling and Customer Recovery Excellence Certification
  • Salesforce Administrator Certification
  • Certified ScrumMaster (CSM)
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Persuasive Communication by Beacon Labs
  • Customer Success Manager Certification by Brightline
  • ISO 10002 Lead Customer Satisfaction Manager by Ironclad Systems
  • Design Thinking for Customer Experience Leaders by Workday
  • Customer Retention Strategies Certification by Adobe Creative Suite
  • Certified Customer Service Manager (CCSM) by Vantage

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