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Skills

  • Upselling techniques
  • Stocking and replenishing
  • Claims analysis
  • Multi-line phone talent
  • Strong interpersonal skills
  • POS systems knowledge
  • i-channel contact center software
  • Training and demonstration development
  • Detail-oriented
  • Employee relations

Work Experiences

  • Returns and exchanges were handled by me.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Completed an average of 18 transactions in a timely manner each day.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Won
  • Got better.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Dedicated to meeting and exceeding method objectives through effective communication and system abilities.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Customer Support Executive is skilled at bending and flexing in response to change.
  • Service-driven
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Ambitious
  • A committed, tactical team builder and strategic planner seeking a position in account management or sales with a forward-thinking elevator service and construction firm.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.

Accomplishments

  • Created custom dashboards in system to track key support metrics, boosting team productivity by 23%.
  • Monitored interactions to ensure adherence to SLA commitments, achieving a 42% on-time resolution rate.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Utilized predictive analytics tools to anticipate customer needs, resulting in a 78% decrease in support escalations.
  • 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.
  • Provided mentorship to new hires, contributing to a 55% higher team retention rate and faster onboarding.
  • Developed and maintained relationships with cross-functional teams to ensure consistent messaging and support for customers.
  • Led feature training sessions for 10+ team members to improve overall team proficiency in Tableau.
  • Improved customer onboarding experience by developing step-by-step guides, increasing product adoption by 55%.
  • Reduced average response time for email inquiries by 2 minutes through improved triage processes and prioritization rules.

Affiliations

  • Member, International Customer Service Association (ICSA)
  • International Council of Nurses
  • Society of Women Engineers
  • Toastmasters
  • Member, American Society of Customer Service Executives
  • Certified customer service professional, Customer Service Institute of America (CSIA)
  • Participant, Remote Customer Support Roundtable Forum
  • Member, Association for Support Professionals (ASP)
  • Alumni, Client Communication Mastery Workshop, 2024
  • Regular Contributor, Industry Customer Retention Webinars

Certifications

  • CompTIA Customer Service & Support Certification
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • HubSpot Service Hub Software Certification
  • Association for Project Management (APM)
  • CompTIA Network+
  • Leadership Essentials Certificate
  • CPD Certified Customer Service & Sales Support Assistant
  • Microsoft Office Specialist (MOS)
  • ASQ Certified Quality Improvement Associate (CQIA)

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