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Skills

  • Report preparation
  • Client relationship building
  • Employee engagement and motivation
  • Credit card processing
  • Staff education and training
  • Route dispatch
  • Multi-line phone talent
  • Training development aptitude
  • Receiving support
  • Computer proficient

Work Experiences

  • Managed client correspondence and records using both manual and automated methods for maximum efficiency and accuracy.
  • Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Interrogated customers and gathered data in order to better understand their needs and provide quick solutions.
  • Contributed to $12 in annual store sales per 18 months.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Was quick to respond to potential customers' questions and requests.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Increased the team's revenue totals by bringing in more than $11 in personal two years sales.

Summaries

  • Clear understanding of project management and client relations as well as project management training.
  • Top-producing salesperson and industry expert in Customer Service.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Customer Service Representative with 3 years of retail experience in fast-paced, team-oriented environments.
  • Salesforce expert with experience in process improvement services.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 17 years.
  • Customer Service Representative Manager with 16 years of experience in dealing with customer requests and concerns.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Within Customer Service, senior Customer Service Representative Manager and outstanding performer in quality assurance and budget management.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.

Accomplishments

  • Represented
  • Initiated
  • Developed and implemented a customer loyalty framework that increased customer retention rates by 58% over 18 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed weekly performance reports that allowed representatives to track their progress against KPIs, actively leading to a 69% increase in goal attainment.
  • Managed
  • Collaborated with team of 16 in the development of framework.
  • Prepared
  • Collaborated with management and IT to select and integrate new CRM tools that improved workflow efficiency by 61%.
  • Advised

Affiliations

  • National Association of Social Workers
  • American Marketing Association
  • Member, Executive Leadership Council (category) – Strategy development and team leadership
  • Subscriber, Contact Center World Networking Platform
  • Member, Project Management Institute (PMI) – Certified in managing operational improvements
  • Toastmasters
  • Affiliate, Women in Consumer Affairs Network (WCAN)
  • Alumni, Customer Insights Analysis Program at framework
  • Society of Women Engineers
  • International Association of Administrative Professionals

Certifications

  • CompTIA A+ Technician
  • Train-the-Trainer (TTT) Certification for Customer Service Programs
  • Digital Customer Service Certification
  • Apple Certified Associate (ACA)
  • Customer Relationship Management (CRM) Certification in Jira
  • Certified Public Accountant
  • First Aid/CPR Certified
  • Salesforce
  • CompTIA Security+
  • Advanced Customer Service Leadership Certification - 2020

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