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Skills

  • Data entry
  • Account management for ServiceNow services
  • CRM
  • Training development aptitude
  • Key holder experience
  • International sales support
  • Conflict de-escalation techniques
  • Recordkeeping strengths
  • Client retention strategy development
  • Customer Churn Reduction

Work Experiences

  • Acquired 9 new customers, resulting in 3% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Handled over 4 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • In the top 3% of employees for successful coordinated.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Costs were consistently reduced while profits were increased.
  • Customer Relationship Advocate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Within Customer Service, senior Customer Relationship Advocate and outstanding performer in client relations and quality assurance.
  • Achieved success in providing unsurpassed customer service.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Customer Relationship Advocate proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Influenced customer behavior through personalized communication strategies, leading to a 38% improvement in response rates.
  • Mitigated at-risk accounts by providing exceptional customer service, resulting in a 20% retention increase.
  • Trained 2 new hires in customer service best practices, improving team efficiency and reducing turnover by 62%.
  • Acted as a key liaison between cross-functional teams and clients, resolving 83% of escalated cases within 18 months.
  • Managed the roll-out of a new customer loyalty program in Portland, increasing customer lifetime value (CLTV) by 21%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created a customer feedback loop program for continuous improvement, leading to 51% higher satisfaction scores.
  • Successfully upsold products and services to 6 clients, generating additional revenue of $9 annually.
  • Collaborated with clients to establish service agreements, reducing contract termination rates by 31% year-over-year.
  • Developed a proactive client outreach program, increasing retention rate by 78% within the first 6 months.

Affiliations

  • International Customer Service Association (ICSA)
  • Association of Information Technology Professionals
  • Global Association for Customer Experience Excellence (GACXE)
  • National Association of Professional Saleswomen (NAPS)
  • American Customer Satisfaction Index (ACSI)
  • American Marketing Association (AMA)
  • International Association of Administrative Professionals
  • Project Management Institute (PMI)
  • Accredited Customer Service Company (ACSC)
  • National Retail Federation (NRF)

Certifications

  • Project Management Professional (PMP)
  • Certified Inbound Professional - process
  • Microsoft Dynamics 365 Customer Service Functional Consultant Associate
  • Certified Leadership in Customer Service - process
  • Certified Data Analytics Specialist for Customer Service - Brightline
  • Digital Customer Experience Management Certification Lakeside Partners
  • Certified Professional in Customer Service Management - Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • CompTIA A+ Technician

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