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Skills

  • Time management
  • Warehousing functions
  • Technical support
  • International sales support
  • Sales expertise
  • Order fulfillment
  • Strategic sales knowledge
  • Cross-functional team collaboration
  • Customer needs analysis
  • Account management

Work Experiences

  • Achieved a 28% improvement in preemptive resolutions.
  • Addressed order discrepancies.
  • Collaborated with the sales team.
  • Addressed service-related complaints.
  • Consistently exceeded sales and product add-on quotas on a daily basis.
  • Gave customers Jira recommendations after thoroughly explaining the details.
  • Boosted accuracy by 40%.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Entered customer interaction details into HubSpot to track requests, document problems, and record solutions offered.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.

Summaries

  • Passionate about ensuring long-term customer satisfaction by providing exceptional service and support.
  • Retail Sales Associate with 4 years of customer service experience in fast-paced, dynamic environments.
  • Excellent interpersonal skills and a friendly demeanor.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and program department guidelines.
  • Salesforce expert with experience in client relations services.
  • Dedicated to exceeding expectations and leading the team to success.
  • Achieved success in providing unsurpassed customer service.
  • Relying on 13 years of experience in providing outstanding customer service.
  • Dedicated to meeting and exceeding system objectives through effective communication and standard abilities.
  • Building productive relationships, resolving complex issues, and gaining customer loyalty are all skills that this motivated professional possesses.

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Helped optimize the onboarding process by integrating Power BI, resulting in a reduction of new customer inquiries by 53%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved recognition for maintaining the department’s highest first-contact resolution rate, consistently standing at 85% over 2017.
  • Reduced customer hold times by 10 seconds through the integration of Asana, which improved the overall customer experience in 2019.
  • Assisted in the implementation of a chatbot solution that resulted in a 65% decrease in ticket volume for common inquiries.
  • Resolved an average of 5 customer inquiries per day while maintaining full compliance with company policies and customer satisfaction standards.
  • Collaborated with the customer success team to decrease escalated tickets by 26%, leading to improved customer satisfaction.
  • Proactively reached out to repeat customers post-service, resulting in an increase of 32% in Net Promoter Score (NPS) across HubSpot.
  • Increased customer adoption of Jira by 42% through targeted support efforts during the initial 3 months post-launch.

Affiliations

  • Society of Women Engineers
  • Community of Customer Experience Professionals
  • American Management Association (AMA) Customer Service Certificate
  • Rotary International
  • Customer Success Association (CSA)
  • Association of Customer Contact Professionals (ACCP)
  • International Council of Nurses
  • National Customer Service Association (NCSA)
  • Customer Service Training Institute
  • Freemason

Certifications

  • Certified Professional in Customer Service (CPCS)
  • Salesforce
  • Advanced Customer Onboarding Techniques Certificate
  • ITIL Foundation Certificate in Service Management
  • Microsoft Certified Application Specialist (MCAS)
  • Customer Complaint Resolution Skills Certificate - Summit Group
  • CompTIA Network+
  • Sales Essentials Certificate
  • First Aid/CPR Certified
  • Customer Retention Specialist Program - Harbor & Co.

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