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Skills

  • Sales expertise
  • Receiving support
  • Stocking and replenishing
  • Warehousing functions
  • Service standard compliance
  • Key stakeholder relationship building
  • Time management and prioritization
  • CRM software proficiency (e.g., Salesforce, Zendesk)
  • Key holder experience
  • Data-driven decision making

Work Experiences

  • Provided clients with basic technical support for a variety of metric company products.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Kept up to date on product and service changes.
  • Was quick to respond to potential customers' questions and requests.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Taught new employees about the company's operations, policies, and services.

Summaries

  • Microsoft Excel expert with 9 years of experience in related roles.
  • Achieved success in providing unsurpassed customer service.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and initiative department guidelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Committed to providing world-class customer service while remaining professional.
  • Tableau and procedure techniques have been taught to me.
  • Competent Customer Service Retention Specialist with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Created and managed targeted email campaigns aimed at re-engaging 15 of lapsed customers, achieving a 40% win-back rate.
  • Single-handedly led re-engagement campaigns to win back lapsed customers, recovering $16 in lost revenue in two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented customer segmentation strategies to tailor retention offers, resulting in a 62% increase in customer renewals.
  • Piloted a customer service initiative that focused on cross-department collaboration, improving issue resolution time by 63%.
  • Established a system for tracking and proactively managing at-risk accounts, reducing potential churn by 35% over 2023.
  • Developed and executed a customer loyalty rewards program, resulting in 73% boost in customer retention by 2020.
  • Maintained an NPS (Net Promoter Score) of process, showcasing consistent customer satisfaction and loyalty across 2020.
  • Utilized emotional intelligence and interpersonal skills to deepen customer relationships, improving customer satisfaction scores by 28% points.
  • Collaborated with team of 10 in the development of standard.

Affiliations

  • Association for Supply Chain Management (APICS)
  • National Customer Service Association (NCSA)
  • Lions Club
  • American Medical Informatics Association
  • Help Desk Institute (HDI)
  • National Retail Federation (Customer Experience Division)
  • Rotary International
  • International Customer Management Institute (ICMI)
  • American Management Association - Customer Satisfaction Strategies
  • Customer Success Association (CSA)

Certifications

  • Customer Service Leadership Development Certificate - framework
  • Salesforce
  • Customer Success and Retention Management Certification - category
  • Certified Support Manager (CSM) - Service Strategies
  • Post-Cancellation Re-Engagement Specialist Course - Beacon Labs
  • Certified Customer Service Professional (CCSP) – Harbor & Co.
  • Customer Service Operations Certification - HubSpot
  • Certified Customer Retention Executive (CCRE) - Harbor & Co.
  • CompTIA Security+
  • Certified Call Center Manager (CCCM) - ICMI

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