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Skills

  • Microsoft Outlook
  • Promotional support
  • Escalation management
  • Inventory control procedures
  • 10-Key
  • Excellent multi-tasker
  • Flexible schedule
  • Display design
  • High-end fashion knowledge
  • Lotus Notes

Work Experiences

  • Gathered customer feedback and made recommendations to management about standard processes, ensuring customer satisfaction in future interactions.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Entered information about customer interactions into Microsoft Excel to track requests, document problems, and keep track of solutions provided.
  • Customer accounts were created and activated by me.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Achieved Outstanding Service Award for exemplary service in 2023 by surpassing 2 customer service benchmarks consecutively.
  • Helped customers with their questions and concerns, which resulted in a 11% reduction in complaint calls.
  • Aided sales associates by providing knowledgeable assistance with a variety of issues.
  • Evaluated process and procedure customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.
  • Contacted customers to suggest additional services or product purchases and to inquire about their needs or concerns after completing sales.

Summaries

  • Offering 17 years of experience in resolving standard issues quickly and maximizing customer retention.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • With extensive experience in the system industry, I am a knowledgeable and dedicated customer service professional.
  • Proven ability to build rapport with clients and meet or exceed sales targets.
  • Customer Service Representative with experience working in a variety of process and customer service environments.
  • Tableau expert who excels at meeting and exceeding sales targets.
  • Knowledge of Salesforce and SAP to a high level.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Customer Service Professional with over 17 years of experience in service and support who is personable, friendly, and solution-oriented.

Accomplishments

  • Increased sales 6% over 6 months.
  • Achieved a 37% success rate in resolving high-priority ticket cases within 13 hours of contact.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Sales - Consistently generated additional revenue through skilled sales techniques.
  • Achieved status as one of 10 top sales performers in the region comprised of 12 stores.
  • Received Innovation Award for providing excellent crisis management support, preventing 22% revenue loss during critical recovery phases.
  • Built and maintained strong relationships with 8 key clients, consistently surpassing service level agreements (SLAs).
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Integrated customer feedback analytics into service protocols, improving Net Promoter Score (NPS) by 39%.

Affiliations

  • Attendee, Future of Customer Support Summit, 2024
  • Member, Customer Service Professionals Network (CSPN) – framework
  • Certified Email Communication Specialist, procedure, 2021
  • Affiliated with the Churn Reduction Strategies Group, 2022 – Present
  • Member, National Customer Service Association (NCSA), 2022-Present
  • Enrolled, Continuing Education in Conflict Management, Ironclad Systems, 2019
  • Member, International Customer Service Association (ICSA) framework
  • Certification in Customer-focused Email Communication, initiative, 2021
  • Fellow, Global Customer Support Leadership Forum, 2023
  • Certified Customer Support Specialist, metric, 2022

Certifications

  • Certified Public Accountant (CPA)
  • Certified Customer Service Professional (CCSP) - Cedar Works
  • Certified Customer Care Manager (CCCM) – Northwind
  • Cisco Certified Internetwork Expert (CCIE)
  • Sales Essentials Certificate
  • Certified Digital Customer Service Representative (CDCSR) - Brightline
  • Certified eCommerce Customer Support Specialist (eCCSS) - Ironclad Systems
  • Microsoft Certified Application Specialist (MCAS)
  • Advanced Certificate in Business Accounting
  • Certified Support Performance (CSP) - Ironclad Systems

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