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Skills

  • Operations management
  • Professional telephone demeanor
  • International sales support
  • POS systems expert
  • Multi-line phone talent
  • Project finance
  • Creative design
  • Operational assessments
  • Product development
  • Finance and accounting

Work Experiences

  • Identified standard and initiative process inefficiencies and outlined solutions for implementation consideration through gap analysis.
  • Kept track of customer interactions and actions, such as transactions, comments, questions, and complaints.
  • Was in charge of a team of 2 direct reports who were in charge of ongoing product optimization, account management, and ad placement on the company's website.
  • Developed and improved intelligence resources to make method more consistent.
  • Presented logistics with progress and updates at key points in the project's development.
  • Forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal resources.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Planned and executed events and marketing programs that resulted in 4 times the number of qualified leads that were expected.
  • Answered customer calls promptly to avoid long wait times on hold.
  • Oversaw the marketing department's monthly analysis of customer acquisition data and campaign performance, as well as making improvement recommendations.

Summaries

  • Worker with a strong understanding of program organization and procedure product issues.
  • Customer Support Associate proactive with experience in providing support and resolving customer complaints.
  • Customer Support Associate with more than 14 years of experience in providing results-oriented leadership.
  • Business and system requirements, user acceptance testing, process improvement, and end-user training are all areas in which he excels.
  • Have consistently demonstrated exceptional performance working alone or in groups.
  • Hardworking Customer Support Associate with 3 years of telecommuting experience meeting customer needs.
  • Capable of overseeing all aspects of operations while increasing revenue, customers, and staff.
  • Personable business professional with a 5-year track record in financial roles in large, fast-paced corporations.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Bringing 11 years of experience in the Customer Service and Customer Service industries in developing business systems and processes.

Accomplishments

  • Led a 14-person team of multi-country analysts in completing the $9-budget procedure project.
  • Managed
  • Trained
  • Monitored
  • Organizational Development: Assessed accounting system structures and converted acquired company's accounting system to PeopleSoft.
  • Won
  • Market Research: Defined industry segments and identified opportunities in domestic and international markets.
  • Resolved product issue through consumer testing.
  • Documented and resolved method which led to initiative.
  • Initiated

Affiliations

  • American Society of Safety Professionals
  • Certified Professional Customer Support Manager (CPCSM)
  • Customer Experience Foundation (CEXF)
  • Institute of Customer Service (ICS)
  • National Customer Service Association (NCSA)
  • Customer Support International Forum 2019
  • Help Desk Institute (HDI)
  • Association of Information Technology Professionals
  • Association for Talent Development (ATD)
  • Women in Customer Service Leadership 2024

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Experience Specialist (CCXP)
  • Google Analytics for Beginners Certification
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Call Center Management Certification - Beacon Labs
  • Salesforce
  • Certified Client Services Specialist (CCSS)
  • Call Center Quality Assurance Certification – framework

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