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Skills

  • Financial records and processing
  • Receiving support
  • Conflict resolution
  • Operations management
  • Excellent communication
  • Music showcase training
  • Active listening
  • Technologically savvy
  • Client-focused
  • Employee coaching

Work Experiences

  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Trained new team members in proper service methods and used a quality assurance program to evaluate service delivery.
  • Processed shipments and kept stock shelves in order.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Translated for the entire 8-person team in order to meet the needs of German-speaking customers.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Used a POS system to itemize and total the purchases of 16 customers.
  • Exceeded 18 months service goals using customer service, sales, and employee management best practices.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Returns and exchanges were handled by me.

Summaries

  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Talented professional with experience working for high-end Vantage firms.
  • Expert
  • Customer Service Team Lead is skilled at bending and flexing in response to change.
  • Deadline-driven
  • Design and development of successful metric embedded software applications in the past.
  • Seasoned
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Customer Service Team Lead is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • Customer Service Team Lead with over 5 years of experience in service and support who is personable, friendly, and solution-oriented.

Accomplishments

  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Initiated
  • Developed
  • Prepared
  • Managed
  • Reduced
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Certified Member, National Customer Service Association (NCSA), recognized for contributions to process streamlining and service quality enhancements.
  • Participant, National Communication Association (NCA), specializing in conflict resolution and team collaboration best practices.
  • Attendee, Leadership Conference by National Retail Federation (NRF), gaining insights into real-time customer service agility in dynamic retail settings.
  • Professional Member, Strategic & Competitive Intelligence Professionals (SCIP), aligning customer service with company-wide strategic marketing efforts.
  • Active Member, Association for Talent Development (ATD), fostering growth in customer service team mentorship and performance coaching.
  • Alumni, standard School of Business, specialization in customer service management and workforce efficiency improvements.
  • Strategic Partner, Customer Service Reinvention Conference (CSRC), addressing industry trends in customer engagement and multi-channel support solutions.
  • Certification, Certified Customer Experience Professional (CCXP), obtained in 2017, focusing on NPS improvement and cross-functional leadership.
  • Active Member, Women in Customer Experience (WiCX), supporting leadership roles for women in customer service management.
  • Affiliation, American Association for Quality & Excellence (AAQE), contributing to the study of data-driven improvements in customer service metrics, including NPS.

Certifications

  • Advanced Certificate in Business Accounting
  • CompTIA Network+
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Advanced Leadership for Customer Support Teams Certification by standard
  • Customer Satisfaction Survey and Improvement Certification by Northwind
  • Microsoft Office Specialist (MOS)
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)

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