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Skills

  • Inventory control
  • Emotional intelligence
  • Account management
  • Grievance handling
  • Territory Sales Experience
  • Product ordering
  • Fleet dispatching
  • Operations management
  • Complaint resolution
  • Employee coaching

Work Experiences

  • Immediately escalated it to the appropriate individuals when standard procedures failed to resolve an issue.
  • Kept the framework and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Determined accurate prices for initiative customer services by searching for the best deals and prices for customers on a regular basis.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Kept up with market and product trends to effectively answer customer questions.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Translated for the entire 8-person team in order to meet the needs of German-speaking customers.
  • Attended 12 team meetings to express my concerns and provide constructive feedback to others each month.
  • Used Jira to complete process improvement, which resulted in process.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.

Summaries

  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Innovative
  • Versatile
  • Active listening skills are undeniable in a recent graduate.
  • Customer Service Team Lead is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • Proactive
  • Trained in the use of Salesforce and has in-depth knowledge of data analysis.
  • Customer Service Team Lead is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Customer Service Team Lead with over 12 years of experience in retail and customer service.
  • Customer satisfaction has been proven to rise in the past.

Accomplishments

  • Design: Responsible for creative design for prominent category.
  • Collaborated with team of 7 in the development of procedure.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Resolved product issue through consumer testing.
  • Consulted
  • Streamlined
  • Advised
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.

Affiliations

  • Participant, Online Community Managers Association (OCMA), optimizing support workflows for online customer interactions, with an emphasis on live chat services.
  • Member, American Management Association (AMA), engaging in leadership seminars designed to enhance conflict mediation and feedback facilitation.
  • Contributor, Customer Experience Research Panel, actively involved in studies focusing on team-efficiency boosting methods and time-to-resolution improvements.
  • Member, Online Customer Engagement Summit (OCE Summit), discussing trends and best practices in cross-functional customer service alignment.
  • Certification, Certified Customer Experience Professional (CCXP), obtained in 2017, focusing on NPS improvement and cross-functional leadership.
  • Professional Member, Strategic & Competitive Intelligence Professionals (SCIP), aligning customer service with company-wide strategic marketing efforts.
  • Certification, Advanced Leadership and Coaching by initiative, specializing in team engagement and mentorship techniques.
  • Affiliation, American Association for Quality & Excellence (AAQE), contributing to the study of data-driven improvements in customer service metrics, including NPS.
  • Leading Contributor, Customer Service Leadership Forum, providing key insights on enhancing service quality through data-driven decision making and coaching.
  • Certified Member, National Customer Service Association (NCSA), recognized for contributions to process streamlining and service quality enhancements.

Certifications

  • Certified Customer Contact Leader (CCCL) by The Resource Center for Customer Service Professionals (RCCSP)
  • Customer Experience Certification (CXC™) by CX University
  • Customer Service Representative Certificate
  • Certified Public Accountant (CPA)
  • Customer Service Specialist Certification (CSS) by the National Retail Federation Foundation (NRF)
  • Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Certificate in Business Accounting
  • Certified Call Center Quality Auditor (CCCQA) by RCCSP
  • American Academy of Financial Management (AAFM)

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