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Skills

  • Shipping coordination
  • Shipping procedures understanding
  • Money handling abilities
  • Service standard compliance
  • Credit card processing
  • First call resolution (FCR) mastery
  • CRM analytics to drive increased retention
  • Account management
  • Churn rate reduction strategies
  • International sales support

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Created and maintained a detailed database to develop promotional sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Kept the procedure and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Provided ongoing guest service, which included ServiceNow recommendations.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Provided clients with basic technical support for a variety of procedure company products.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Fluent in Mandarin. Personable and professional communicator.
  • Customer Service Sales Specialist proactive with experience in providing support and resolving customer complaints.
  • Customer Service Sales Specialist is a multi-talented Customer Service Sales Specialist who is consistently rewarded for planning and operational improvements.
  • Customer Service Representative with 14 years of retail experience in fast-paced, team-oriented environments.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Within Customer Service, senior Customer Service Sales Specialist and outstanding performer in cross-functional collaboration and performance reporting.
  • Customer Service Sales Specialist with 9 years of successful project management and budget management experience.

Accomplishments

  • Closed deals with 14 high-revenue clients, increasing company monthly sales by $141,000.
  • Processed an average of 3 sales orders per day, ensuring all deliveries were on-time and maintaining a 17% accuracy rate.
  • Collaborated with cross-functional teams to improve product offerings based on customer feedback, leading to a 67% increase in customer satisfaction.
  • Consistently maintained top-tier sales performance with a 42% close rate, contributing to an overall team sales increase of $97,000 in 2023.
  • Spearheaded a targeted customer outreach campaign that generated $77,000 in sales and improved client loyalty metrics by 65%.
  • Assisted in the scheduling of 13 appointments and follow-ups, directly contributing to 63% increase in client engagement rates.
  • Collaborated with team of 8 in the development of framework.
  • Resolved product issue through consumer testing.
  • Onboarded 16 new clients and successfully transitioned them into long-term accounts, driving an additional $75,000 annually.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • National Customer Care Managers' Council (NCCMC) - Taking part in leadership development courses for excelling in customer service leadership roles.
  • Project Management Institute (PMI) - Participating in project management essentials to improve coordination with cross-functional teams.
  • Slack Customer Experience Community - Collaborative member, sharing insights on customer relationship management via digital platforms.
  • Lions Club
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • Society of Sales and Marketing Executives International (SSME) - Learned sales pipeline management and global marketing techniques.
  • Rotary International

Certifications

  • Salesforce
  • Certified Sales Specialist (CSS) - Summit Group
  • Certified Customer Success Manager (CCSM) - Brightline
  • Zendesk Support Administrator Certification
  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Certified Service Desk Manager (CSDM) - Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Professional Sales Certification (PSC) - Harbor & Co.
  • Negotiation Mastery Certification - Summit Group

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