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Skills

  • Cross-functional collaboration
  • MS Office Suite
  • Employee relations
  • Outstanding interpersonal skills
  • Customer Behavior Analysis
  • Consistently meets sales goals
  • Active Data Online
  • Upselling techniques
  • Cross-functional team collaboration
  • Claims analysis

Work Experiences

  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Attended local, regional, and national trade shows for product development training as defined by territory needs.
  • Helped customers with their questions and concerns, which resulted in a 15% reduction in complaint calls.
  • Attended 17 team meetings to express my concerns and provide constructive feedback to others each month.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Used HubSpot to complete project management, which resulted in category.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Complied with method regulatory agencies' privacy and security requirements.
  • Trained 12 new employees in procedures and policies in order to improve team performance each quarter.

Summaries

  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Articulate
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Versatile
  • Excel in Asana offerings, Workday use, and budget management.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Service-driven
  • Customer service and sales expert capable of recognizing customer needs and offering solutions to problems.
  • Customer Retention Specialist with negotiation skills who can handle a high volume of calls and inquiries.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.

Accomplishments

  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Optimized the customer journey using real-time analytics and customer behavior data, resulting in an uptick of 73% in repeat purchases.
  • Enhanced customer lifecycle management through KPIs tracking, cutting churn by 5% within 6 months months.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Improved key processes in customer retention by leveraging Power BI for trend analysis, resulting in a 53% improvement in customer renewal rates.
  • Pioneered a VIP retention program for high-tier customers that yielded a 74% increase in long-term contract renewals.
  • Partnered with product teams to enhance user experience based on feedback trends, translating to a 59% retention increase.
  • Achieved status as one of 6 top sales performers in the region comprised of 15 stores.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Revamped customer onboarding programs, amplifying engagement and reducing early-stage attrition by 84%.

Affiliations

  • Networked within the Society of Consumer Affairs Professionals (SOCAP) to collaborate on loyalty program analytics.
  • Network affiliate of the Global Strategic Account Management Association (SAMA), refining conflict resolution methodologies.
  • Certified in Fundamentals of Customer Feedback Analysis by program, deepening expertise in data-driven decision making.
  • Led a regional chapter of the Customer Retention and Loyalty Network, focusing on conflict resolution in customer communication.
  • Participated in the International Customer Management Institute (ICMI) forums focused on call escalation reduction techniques.
  • Active in discussions led by the International Association for Contract & Commercial Management (IACCM) on customer-service contract renewals.
  • Participant in the Customer Success Roundtable, exchanging ideas on increasing first-call resolution rates with industry peers.
  • Certified Professional through the Customer Loyalty and Retention Program by method.
  • Completed advanced training in CRM technology under the Tableau Partner Network, enhancing CRM workflow optimizations.
  • Member of the CRM User Group for the Northeast, sharing industry knowledge on multichannel communication strategies.

Certifications

  • Project Management Professional (PMP)
  • Certified in Account Portfolio Management Adobe Creative Suite
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Success Manager (CCSM) - 2017
  • Leadership Essentials Certificate
  • Customer Satisfaction and Retention Enhancement Certification ServiceNow
  • Advanced Negotiation Skills Certification Portland
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA)

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