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Skills

  • Shipping procedures understanding
  • Retail store support
  • Stocking and replenishing
  • Account management
  • Training development aptitude
  • Staff education and training
  • Stock management
  • POS systems expert
  • Order fulfillment
  • Route dispatch

Work Experiences

  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Provided clients with basic technical support for a variety of program company products.
  • Contributed to $15 in annual store sales per the past year.
  • Educated employees on company procedures and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Processed 6 invoices and mailed documentation to clients each the past year.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.

Summaries

  • Competent Customer Service Office Associate with a desire to exceed sales targets and establish long-term customer relationships.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Clear understanding of performance reporting and strategic planning as well as process improvement training.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Offering 3 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Customer Service Office Associate proactive with experience in providing support and resolving customer complaints.
  • Asana expert with 5 years of experience in related roles.
  • Dedicated to exceeding expectations and leading the team to success.

Accomplishments

  • Collaborated with team of 15 in the development of standard.
  • Led calls for high-priority escalations and negotiated customer solutions in collaboration with upper management.
  • Facilitated a 59% boost in customer retention by addressing underlying service issues through proactive account review.
  • Automated repetitive service tasks, reducing manual workload by 69% and improving overall support team productivity.
  • Processed returns worth $186,000 while ensuring minimal financial loss and identifying fraudulent patterns.
  • Initiated data-driven insights by analyzing customer feedback trends, leading to the development of resources that reduced customer queries by 85%.
  • Developed a billing dispute resolution strategy, saving the company $123,000 in lost revenue annually.
  • Monitored support SLAs, consistently resolving 71% of issues within the required timeframe.
  • Led training for 9 team members in dispute resolution processes, resulting in a 19% decrease in escalated cases.
  • Contributed to revenue recovery efforts by resolving billing discrepancies, with an annual recovery of $166,000.

Affiliations

  • Customer Service Institute of America (CSIA)
  • Customer Operations Performance Center (COPC)
  • American Call Center Society (ACCS)
  • National Association for Professional Development in Customer Relations (NAPDCR)
  • Customer Contact Week (CCW) Membership
  • Call Center Association (CCA-North America)
  • Freemason
  • Association for Computing Machinery
  • National Association of Social Workers
  • Association of Support Professionals (ASP)

Certifications

  • Professional Customer Care Specialist (PCCS)
  • Certified Service Delivery Manager (CSDM)
  • Advanced Customer Problem Resolution Certification Cedar Works
  • Active Listening Skills for Call Centers Certification
  • Customer Service Excellence Certification Northwind
  • Certified Customer Service Professional (CCSP)
  • Conflict Resolution Certificate – Harbor & Co.
  • Certified Customer Experience Professional (CCXP)
  • Apple Certified Associate (ACA)
  • Certified Client Management Professional (CCMP)

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