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Skills

  • Conflict resolution
  • Flexible scheduling
  • Payment processing
  • Microsoft Office Suite
  • Display design
  • Retail store support
  • Receiving support
  • Microsoft Outlook
  • Fluent in Spanish
  • Lotus Notes

Work Experiences

  • Achieved recovery in 2016.
  • Accepted credit card payments and offered self-serve payment options after explaining charges on customer bills.
  • Organized customer information and account data for business planning and customer service.
  • Use standard office equipment and computer programs.
  • Provided excellent customer service by quickly resolving issues and responding to inquiries.
  • Listened to the questions and concerns of customers in order to provide answers or responses.
  • Achieved a 39% increase in repeat business.
  • Achieved a 81% reduction in unresolved ticket volume.
  • Keeping track of employee schedules and billing on a monthly and quarterly basis
  • Interrogated customers and gathered data in order to better understand their needs and provide quick solutions.

Summaries

  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Over 18 years of experience in Customer Representative roles, friendly and dependable team player.
  • Customer Representative with 17 years of experience consistently improving customer satisfaction by spearheaded and implemented.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Offering 4 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Fluent in Portuguese. Personable and professional communicator.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Customer Service clients.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 13 in the development of standard.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Reduced call handle times by 60% by integrating customer self-service tools like Jira into the help desk process.
  • Maintained a 25% success rate in resolving billing discrepancies, providing swift and accurate resolutions for client retention.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • 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.
  • Analyzed customer feedback on Microsoft Excel to develop support materials, contributing to a 60% drop in incoming support requests during 2018.
  • Revamped and implemented a new ticket system, boosting daily ticket resolutions by 65% and optimizing overall workflow for the team's success.
  • Resolved product issue through consumer testing.

Affiliations

  • FiServ Call Center Management Group Member
  • Professional Association of Support Services (PASS) Active Member
  • Society for Customer Service Professionals (SCSP) Award Recipient
  • LinkedIn Learning Customer Service and Client Retention Course Certification
  • Zendesk Certified Advanced Support Specialist - PMP
  • Association for Supply Chain Management (APICS)
  • National Contact Center Operators Association Affiliate
  • Customer Advocacy and Insight Group (CAIG) Contributor
  • Cross-functional Team Collaborators Circle - Jira
  • Customer Relationship Management Institute (CRMI) - Member

Certifications

  • Certified Protection Officer (CPO)
  • Certified Public Accountant (CPA)
  • Call Center Excellence Certification – Summit Group
  • Customer Relationships Mastery Program - Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Advanced Strategies in Complaint Management Certification - Ironclad Systems
  • Professional Certificate in Customer Communication Strategies - Summit Group
  • Microsoft Certified Application Specialist (MCAS)
  • Adobe Certified Expert (ACE) QuickBooks

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