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Skills

  • Automatic call distribution ACD system
  • Strategic sales knowledge
  • Loss prevention
  • Multi-Task Management
  • POS systems expert
  • Multi-line phone talent
  • Microsoft PowerPoint
  • Dependable and reliable
  • Sales expertise
  • Flexible scheduling

Work Experiences

  • Kept the metric and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customers' special merchandise orders were placed by me.
  • Increased the team's revenue totals by bringing in more than $18 in personal three years sales.
  • Ensure that customers and internal departments are properly communicated with.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Was quick to respond to potential customers' questions and requests.
  • Customer service training processes were implemented and developed by me.

Summaries

  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Hardworking Customer Experience Specialist with 15 years of telecommuting experience meeting customer needs.
  • Customer Experience Specialist with 17 years of experience in dealing with customer requests and concerns.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.
  • Worker with a strong understanding of method organization and category product issues.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • In dealing with a variety of issues, he is meticulous, resilient, and adaptable.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Increased customer retention by 38% through personalized follow-up strategies after in-store or online purchases.
  • Trained 14 employees on advanced CRM tools, improving usage efficiency by 21% and reducing response latency.
  • Standard Met and exceeded quotas generating 10+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Implemented customer self-service systems, which decreased support inquiries by 65% and empowered users to solve common problems.
  • Documented and resolved standard which led to procedure.
  • Designed custom reporting dashboards in Tableau, providing leadership with real-time insights on customer satisfaction and service performance.
  • Contributed to the company's growth goals by identifying upsell opportunities, resulting in a 70% increase in account upgrades.
  • Initiated a feedback loop from bi-weekly customer satisfaction surveys, leading to a strategic reduction in churn by 64% within three years.

Affiliations

  • Institute of Customer Service (ICS)
  • Professional Association for Customer Engagement (PACE)
  • Society of Women Engineers
  • International Service Design Network (SDN)
  • Customer Service Excellence Network
  • American Society for Quality (ASQ) - Customer Service Division
  • International Council of Nurses
  • Toastmasters International – Focus on Effective Customer Communication and Conflict Resolution
  • Certified Customer Success Manager (CSM) through initiative
  • Project Management Institute

Certifications

  • Sales Essentials Certificate
  • Adobe Certified Expert (ACE) Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Project Management Professional (PMP)
  • Six Sigma Yellow Belt certification
  • Intercom Support Specialist Certification
  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Customer Experience (CPCE)

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