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Skills

  • Austin Logistics call center systems
  • HubSpot support
  • Microsoft Office Suite
  • Stocking and replenishing
  • Credit card processing
  • Superb sales professional
  • Complaint resolution
  • Flexible scheduling
  • POS systems expert
  • Cheerful and energetic

Work Experiences

  • Processed payments and returns in a timely and accurate manner.
  • Acquired 15 new customers, resulting in 7% revenue for the team.
  • Assisted in launching HubSpot.
  • Achieved 65% faster service times.
  • Assisted in launching ServiceNow, providing product knowledge to customers, leading to 17% increase in sales within 5 months.
  • Achieved a 52% reduction in under-staffed shifts.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Increased customer loyalty by providing outstanding service in response to questions, complaints, and process issues.
  • Explained charges, fees, sales terms, and service agreements to over 9 customers on a daily basis.
  • Assisted customers in finding merchandise and promoted key items by answering questions about products and services.

Summaries

  • Experienced in dealing with difficult situations and interpersonal conflict.
  • Well-versed in dealing with difficult situations and resolving conflicts.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.
  • Retail Sales Associate with 16 years of customer service experience in fast-paced, dynamic environments.
  • Customer Service Clerk is a driven Customer Service Clerk who is looking to advance professionally by bringing his or her skills to a dynamic, growth-oriented position at Ironclad Systems.
  • Allows for a flexible schedule during peak season hours.
  • Dedicated to exceeding expectations and leading the team to success.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Handle customer accounts with care and solicit new ones.

Accomplishments

  • Contributed to the development of a customer service strategy that reduced complaint resolution times by 57% over two years.
  • Achieved status as one of 4 top sales performers in the region comprised of 9 stores.
  • Collaborated with the marketing team to create customer loyalty programs, which boosted retention rates by 47%.
  • Successfully upsold products and services during customer service calls, contributing an additional 15 in monthly sales revenue.
  • Resolved a high volume of escalated customer issues, while maintaining an average customer satisfaction rating of 64%
  • Standard Met and exceeded quotas generating 8+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Improved team collaboration with internal departments to expedite account adjustments, reducing client wait times by 2 minutes on average.
  • Managed a high volume of daily queries and maintained 100% compliance with company service-level agreements (SLAs).
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Affiliations

  • Customer Service Compliance Network
  • National Association of Social Workers
  • Certified ScrumMaster (CSM) via Scrum Alliance - Applicable to Customer Service Projects
  • Association of Information Technology Professionals
  • International Council of Nurses
  • Inbound Marketing Association - Customer Engagement Focus
  • Rotary International
  • American Association of Inside Sales Professionals (AA-ISP)
  • Association of Professional Sales (APS) - Customer Focused Sales
  • Association of Support Professionals (ASP)

Certifications

  • Advanced Complaint Resolution Certificate - initiative
  • Apple Certified Associate (ACA)
  • Certified Support Professional (CSP), Cedar Works
  • Certified Protection Officer (CPO)
  • Introduction to Emotional Intelligence Certification - Harbor & Co.
  • Salesforce
  • Certified Customer Service Professional (CCSP)
  • Computer Training Certificate
  • Cisco Certified Network Associate (CCNA)
  • Frontline Management Certification - system

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