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Skills

  • POS systems knowledge
  • Transportation solution development
  • Shipping procedures understanding
  • Medical terminology knowledge
  • Credit card processing
  • Strong interpersonal skills
  • Fluent in Portuguese
  • Active Data Online
  • Microsoft Excel software
  • Call center transactions

Work Experiences

  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Invented
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Processed shipments and kept stock shelves in order.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Helped customers with complaints about the store and products.
  • Got better.
  • Updated the process system with order details, customer information, preferences, and billing details.
  • Consistently outperformed my daily credit card application goals.

Summaries

  • Customer Retention Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Service-driven
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Ambitious
  • Trained in the use of Microsoft Excel and has in-depth knowledge of strategic planning.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Resourceful
  • Having an unrivaled commitment to customer service.

Accomplishments

  • Instrumented a customer health dashboard that monitored churn risk indicators in real-time, fostering quick mitigation actions leading to a $73,000 revenue retention.
  • Developed and deployed surveys to gather customer insights and tweaked retention strategy, leading to a 35% reduction in churn among high-value accounts.
  • Partnered with product teams to enhance user experience based on feedback trends, translating to a 59% retention increase.
  • Reduced customer cancellation rate by 17% by introducing customer education initiatives and improving self-service resources.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Collaborated with the sales team to realign the post-sale customer support process, optimizing retention tactics and increasing renewals by 17%.
  • Resolved product issue through consumer testing.
  • Monitored and tracked KPIs like Customer Satisfaction (CSAT), Lifetime Value (LTV), and Net Promoter Score (NPS), leading to data-driven strategies that reduced churn by 29%.
  • Successfully increased customer retention by streamlining the onboarding process, trimming down time-to-value to 6 days.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Certified Professional through the Customer Loyalty and Retention Program by method.
  • Completed advanced coursework on Customer Analytics and Predictive Modeling at initiative in 2023.
  • Member of the American Marketing Association (AMA), leveraging insights for customer loyalty program design and optimization.
  • Engaged in knowledge-sharing through the International Conference on Customer Retention, focusing on churn rate reduction.
  • Completed advanced training in CRM technology under the Tableau Partner Network, enhancing CRM workflow optimizations.
  • Enrolled in the Customer Centricity Masterclass by Cedar Works in 2017, developing skills in user experience optimization.
  • Co-organizer of industry seminars in collaboration with the Customer Strategy Network, bringing retention best practices to the forefront.
  • Engaged in ongoing learning with the Customer Retention Professional Network, discussing personalized outreach initiatives.
  • Trained with the Customer Experience Certification Program (CXCP) by system, specializing in customer feedback loop creation.
  • Volunteer speaker at the Customer Experience Professionals Association (CXPA) conferences, sharing insights on personalized customer retention campaigns.

Certifications

  • Certified Customer Success Manager (CCSM) - 2017
  • Microsoft Dynamics 365 CRM Certification 2024
  • Certified Customer Care and Retention Specialist (CCRS) Summit Group
  • SAP Certified Application Associate
  • Certified Specialist in Subscription Management Adobe Creative Suite
  • Advanced Certificate in Business Accounting
  • Certified in the Art of Persuasion and Influence Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)

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