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Skills

  • Retail store support
  • Recordkeeping strengths
  • Leadership
  • Key stakeholder relationship building
  • Interpersonal communications
  • Staff education and training
  • Stock management
  • Stocking and replenishing
  • Data entry
  • Shipping procedures understanding

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Averaged 5 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Ensure that customers and internal departments are properly communicated with.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Processed 17 invoices and mailed documentation to clients each three years.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • In the top 3% of employees for successful automated.
  • Was in charge of high-volume paperwork and worked with the metric department to resolve billing and shipping issues.

Summaries

  • Competent Customer Service Representative Team Lead with a desire to exceed sales targets and establish long-term customer relationships.
  • QuickBooks expert with 15 years of experience in related roles.
  • With extensive knowledge of process improvement and proven multitasking abilities, I am well-versed in project and time management.
  • Customer Service Representative Team Lead with 9 years of experience in dealing with customer requests and concerns.
  • Costs were consistently reduced while profits were increased.
  • Hardworking Customer Service Representative Team Lead with 12 years of telecommuting experience meeting customer needs.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.
  • Customer Service Representative Team Lead with 6 years of successful quality assurance and client relations experience.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Designed and executed an internal knowledge-sharing program, decreasing repeat customer queries by 66% in metric.
  • Collaborated with product development to address recurring customer complaints, reducing support tickets related to product inquiries by 39%.
  • Successfully managed and scheduled a team of up to 7 representatives to ensure full coverage during peak hours with minimal delays.
  • Recognized with President's Club for excellence in customer service leadership and team output in 2018.
  • Partnered with cross-functional teams to streamline complaint resolution processes, lowering average handle time by 43%.
  • Established performance benchmarks based on customer feedback, contributing to overall service satisfaction increase of 20%.
  • Provided coaching and one-on-one mentoring to representatives, helping 22% of the team meet or exceed performance goals.
  • Resolved product issue through consumer testing.
  • Facilitated soft skills training that improved the team’s conflict resolution time by 42%, enhancing customer satisfaction.
  • Collaborated with team of 5 in the development of initiative.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Member, International Institute of Customer Service Professionals
  • Rotary International
  • National Association of Social Workers
  • Certified, Customer Service Team Leadership (framework, 2023)
  • Certified in Customer Experience Management (PMP, 2019)
  • Member, Society of Customer Relations Professionals
  • Member, International Association of Change Management Professionals (ACMP)
  • Member, Toastmasters International, enhancing public speaking and communication skills
  • Member, Institute of Customer Service (Chicago)

Certifications

  • Customer Service and Support Strategy Certification – Harbor & Co.
  • Customer Care Manager Certification (CCM) – Lakeside Partners
  • Supervisory Skills Development Program Certification – Vantage
  • CompTIA Security+
  • Certified Performance Management Leader – Lakeside Partners
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Communication and Soft Skills Trainer – Harbor & Co.
  • Customer Satisfaction Mastery Program – Lakeside Partners
  • CompTIA Network+

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