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Skills

  • Promotional support
  • Austin Logistics call center systems
  • 10-Key
  • Fluent in Portuguese
  • Proficient in MS Office
  • Flexible scheduling
  • Calendaring
  • Employee scheduling
  • Sales expertise
  • Active listening

Work Experiences

  • Achieved 42% improvement in ticket resolution times.
  • Achieved 41% accuracy.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Enter customer orders and payment information to ensure that Salesforces are delivered quickly.
  • Assisted customers in finding merchandise and promoted key items by answering questions about products and services.
  • Entered information about customer interactions into Workday to track requests, document problems, and keep track of solutions provided.
  • Achieved 65% faster service times.
  • Reconciled the cost of orders by 9% by selling loyalty clubs, offering promotions, and resolving issues.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Restocked shelves and racks with new merchandise.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Skilled at coordinating paperwork, processing payments, and working independently to meet customer needs.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Handle customer accounts with care and solicit new ones.
  • Knowledge of Adobe Creative Suite and Salesforce to a high level.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.
  • Customer Service Clerk with 15 years of experience solving problems creatively and achieving win-win outcomes using tact and diplomacy.
  • Allows for a flexible schedule during peak season hours.
  • Successful Customer Service Clerk with 7 years of customer service experience by implemented.
  • When dealing with customers, he is poised and calm under pressure, and he is capable of reassuring them.

Accomplishments

  • Processed product returns and exchanges with a 17% accuracy and customer satisfaction rating.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Achieved a 15% increase in customer satisfaction scores by consistently addressing issues within a 24-hour timeframe.
  • Documented and resolved metric which led to system.
  • Reduced hold times by 57% by optimizing the call routing process and properly training staff in time management techniques.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Achieved status as one of 4 top sales performers in the region comprised of 9 stores.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Resolved product issue through consumer testing.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Affiliations

  • Society of Human Resource Management
  • Customer Success Association (CSA)
  • Retail Customer Experience Executive Council
  • Association of Information Technology Professionals
  • Affiliate of Association for Talent Development (ATD) - Service and Soft Skills Training
  • Help Desk Institute (HDI)
  • Certified Customer Service Professional (CCSP) Certification Program
  • American Marketing Association
  • Customer Experience Professionals Association (CXPA)
  • Association for Computing Machinery

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Customer Service Excellence Program Certification
  • Problem Resolution Specialist Certification - Cedar Works
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Adobe Certified Expert (ACE) QuickBooks
  • Sales Essentials Certificate
  • Certified Customer Experience Professional (CCXP)
  • Certified Call Center Manager (CCCM)

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