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Skills

  • Employee scheduling
  • Strategic sales knowledge
  • Invoice processing
  • Proficient in MS Office
  • Account management
  • Flexible scheduling
  • Multi-Task Management
  • Receiving support
  • Display design
  • Microsoft Office Suite

Work Experiences

  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Customers were notified of upcoming sales events and promotions.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.

Summaries

  • Hardworking Customer Experience Specialist with 15 years of telecommuting experience meeting customer needs.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 18 years.
  • Offering 7 years of experience in the initiative field, as well as a drive to constantly improve numbers, expand knowledge, and exceed expectations.
  • Customer Experience Specialist is a service-oriented Customer Experience Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Fluent in Spanish. Personable and professional communicator.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.

Accomplishments

  • Led efforts in customer complaint resolution, resolving 53% of issues within 6 months and maintaining a high customer satisfaction score.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Category 13 WPM data entry rate, with 3% accuracy.
  • Resolved 18 complex support escalations monthly, maintaining a 55% retention rate within premium customer segments.
  • Managed Service Level Agreements (SLAs) to ensure a 38% adherence rate, consistently meeting performance targets.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Spearheaded program to analyze customer data trends, resulting in actionable insights that increased first-contact resolution by 58%.
  • Trained 14 employees on advanced CRM tools, improving usage efficiency by 21% and reducing response latency.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.

Affiliations

  • Awarded 2019 'Customer Support Champion' by Vantage
  • International Service Design Network (SDN)
  • Customer First Network (CFN)
  • Participation in method on Customer Experience Optimization
  • Six Sigma Green Belt for Process Improvement and Customer Service
  • International Customer Experience Awards (ICXA)
  • HubSpot Academy – Inbound Service and Customer Experience Certification
  • National Association of Social Workers
  • Project Management Institute
  • Association for Supply Chain Management (APICS)

Certifications

  • Adobe Certified Expert (ACE) Salesforce
  • Customer Experience Executive Certification (CCXP) - Cedar Works
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Digital Customer Service Specialist - Ironclad Systems
  • Salesforce
  • Certified Customer Journey Mapping Professional - Vantage
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • Google Data Studio Certification for Service Professionals
  • Certified Voice of the Customer (VOC) Professional - Cedar Works

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