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Skills

  • POS systems knowledge
  • Claims analysis
  • Merchandising
  • Salesforce software
  • Patient care and physical therapy
  • Personable
  • Strong interpersonal skills
  • i-channel contact center software
  • Insurance policy review
  • Multi-line phone talent

Work Experiences

  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Trained 17 new employees in procedures and policies in order to improve team performance each quarter.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Kept up with market and product trends to effectively answer customer questions.
  • Increased revenue by employing highly effective collection techniques while adhering to regulatory compliance guidelines.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • 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.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Identified
  • Finished replenishing the floor to ensure size availability and customer satisfaction.

Summaries

  • I worked on films that screened at Asians on Film Festival, Boston International Film Festival, Tri-Cities Fantastic Fest, and Mile High Horror Film Festival, among others.
  • Motivating leader who has built and managed method teams in the past.
  • Looking forward to taking on a new challenge with a successful team.
  • Customer Relations Manager and team leader with 16 years of experience in metric settings.
  • Program, framework, and standard are all available.
  • Process and framework are examples of abilities.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Ambitious
  • Multilingual and fluent in French and Spanish, with a strong grasp of cultural differences.
  • Innovative

Accomplishments

  • Instrumental in the launch of a new product line, providing ongoing customer support that contributed to sales growth of $81,000 in the first quarter.
  • Created and managed a quarterly performance review process for customer-facing teams, with improvements of 33% in NPS scores within 2024.
  • Acted as the primary escalation contact for 6 key accounts, resolving 48% of issues within 6 months, improving overall client satisfaction scores.
  • Developed and implemented customer service best practices that improved the average Net Promoter Score (NPS) by 49% year-over-year.
  • Collaborated with marketing to develop targeted communication strategies, resulting in a 4% increase in customer engagement within the past year.
  • Implemented customer service training programs for 5 employees, resulting in a 82% improvement in team performance metrics.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Increased sales 8% over two years.
  • Established a structured feedback loop between customers and product teams, resulting in 6 customer-driven product enhancements in 2022.
  • Synchronized customer relations efforts across multiple teams, achieving a Innovation Award for customer service excellence in 2016.

Affiliations

  • Member, Customer Engagement Association, 2024–Present
  • Regional Representative, Customer Satisfaction Coalition, Seattle, 2019–2024
  • Member, Association of Professional Customer Relationship Managers, 2023
  • Mentor, National Customer Care Leadership Program, 2017–2018
  • Member, Client Relationship Professional Network (CRPN), 2018–2019
  • Board Member, Local Chamber of Commerce Customer Advocacy Division, 2015–2018
  • Member, Customer Experience Professionals Association (CXPA), 2019-Present
  • National Affiliate, Global Customer Service Consortium, 2024–Present
  • Volunteer Mentor, Customer Loyalty and Retention Leadership Academy, 2022–2019
  • Participant, Online Customer Relations Masterclass by Ironclad Systems, 2017

Certifications

  • Microsoft Office Specialist (MOS)
  • Customer Service Representative Certificate
  • American Academy of Financial Management (AAFM)
  • CompTIA Security+
  • Certified Compliance and Customer Relations Specialist (CCCRS) — framework
  • Certified Service Manager (CSM) by Service Strategies
  • Salesforce
  • Certified Customer Experience Professional (CCXP)
  • First Aid/CPR
  • Certified Professional in CRM (CPCRM) by National Customer Service Association (NCSA)

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