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Skills

  • Payment management
  • Recordkeeping strengths
  • Service standard compliance
  • Shipping and receiving understanding
  • Report creation
  • Credit card payment processing
  • Company policies
  • Transportation solution development
  • Credit card processing
  • Shipping procedures understanding

Work Experiences

  • Assisted our customers with technical and account-related issues via email.
  • Looked at customer service trends and complaints to see where improvements could be made and how teams could work together to better meet customer needs.
  • Provided technical support via chat when a customer had a problem with the purchased product.
  • Immediately contacted the supervisor to avoid revenue loss when issues required escalation.
  • Collaborated with coworkers and managers to resolve difficult and high-level customer issues.
  • Increased customer buy-in to loyalty programs and facilitated smooth signups to support revenue growth objectives.
  • Entered information about customer interactions into Salesforce to track requests, document problems, and keep track of solutions provided.
  • Restructured the customer service department to better cover anticipated demands and improve response times.
  • Brought in 18 new customers per week by prospecting for new business with implemented and improved.
  • Provided HubSpot consultations to customers, addressing standard concerns.

Summaries

  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Expert at addressing all customer concerns and putting strategic solutions in place.
  • QuickBooks and system techniques have been taught to me.
  • Critical thinking ability, problem-solving ability, ability to plan and organize activities, and ability to provide excellent customer service.
  • Successful Assistant Store Manager with 12 years of retail management experience.
  • Mentoring and coaching skills in a dynamic professional.
  • Willing to go above and beyond to ensure that customers are treated with respect.
  • In a fast-paced environment, highly organized and efficient, communicating effectively with clients and stakeholders at all levels of the organization.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Reliable Customer Service Executive with a track record of developing long-term client relationships.

Accomplishments

  • Multi-tasking: Cashiered with two cash registers at once in tandem to maximize customer flow.
  • Routinely helped as many as 3 customers each day in a high-volume retail outlet.
  • Product Sales: Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Computed Data Reports: Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Customer Service: Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Recommended
  • Developed
  • Responded
  • Determined
  • Streamlined

Affiliations

  • Certified by Customer Service Institute of America (CSIA) in Customer Experience Management - 2020
  • Certified in Customer Conflict Resolution Techniques from Open Sesame - 2016
  • Member of Service Desk Institute (SDI), contributing to industry roundtable discussions - 2021
  • Completed training in Customer Service Excellence from The Institute of Customer Service (ICS) - 2018
  • Volunteered at Customer Service Week process, promoting excellence in service delivery - 2022
  • Registered attendee at the Call Center World (CCW) Global Conference - 2017
  • Completed certification in Professional Telephone Skills from the National Business Education Association (NBEA) - 2015
  • Completed 'Mastering the Art of Call Center Leadership' from ICMI - 2019
  • Member, Society for Customer Service Professionals (SCSP) - 2017
  • Completion of Certified Customer Success Manager (CCSM) Level 1 - 2020

Certifications

  • Contact Center Workforce Management Specialist (CWMS) – ICMI
  • Apple Certified Associate (ACA)
  • Certified NPS (Net Promoter Score) Expert – Bain & Company
  • Certified Help Desk Professional (CHDP) - HDI
  • Customer Insights Analyst Certification – category
  • SHRM Certified Professional (SHRM-CP)
  • Certified Customer Success Manager (CCSM) - SuccessCOACHING
  • Advanced Customer Service & Consumer Satisfaction Certification – Cedar Works
  • Certified Call Center Manager (CCCM) - RCCSP
  • ServSafe

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