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Skills

  • Medical terminology knowledge
  • Prioritization
  • Lotus Notes
  • Invoice processing
  • Flexible schedule
  • Retail store support
  • Austin Logistics call center systems
  • Organized
  • Stocking and replenishing
  • POS systems expert

Work Experiences

  • Suggested alternatives when a product was out of stock.
  • Averaged 15 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Kept the system and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needs.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Customers' special merchandise orders were placed by me.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Customers were notified of upcoming sales events and promotions.
  • Ensure that customers and internal departments are properly communicated with.

Summaries

  • Successful Assistant Store Manager with 11 years of retail management experience.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Skilled at staff training and building rapport with clients.
  • Customer Support Officer proactive with experience in providing support and resolving customer complaints.
  • Effective at handling clerical tasks independently, such as routing correspondence and coordinating travel arrangements, to ensure smooth and efficient business operations.
  • Customer Support Officer is an outgoing individual who excels at customer satisfaction and retention.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Professional in retail sales with experience in product placement and merchandising.
  • For corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, a well-organized and efficient Customer Support Officer is required.

Accomplishments

  • Led a team initiative to redesign the FAQ page for Microsoft Excel, reducing incoming inquiries by 29% within the past year.
  • Delivered exceptional customer service by promptly addressing technical issues for Microsoft Excel, achieving a CSAT increase of 62%.
  • Documented and resolved procedure which led to process.
  • 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.
  • Analyzed customer feedback to identify recurring pain points, leading to the product team addressing standard and reducing complaints.
  • Assisted the sales team by resolving technical pre-sales issues for Asana, ensuring a smooth transition for new customers.
  • Collaborated with team of 6 in the development of system.
  • Successfully managed 40% of escalations, improving relationships with enterprise clients through meticulous case follow-through.
  • Recognized as a top performer by exceeding monthly support target by 53% in 2020, improving team KPIs consistently.
  • Proactively contacted customers post-ticket resolution, improving retention and satisfaction by 83% over 6 months.

Affiliations

  • Society of Women Engineers
  • Association for Support and Customer Success (ASCS)
  • Association for Computing Machinery
  • American Customer Satisfaction Index (ACSI) Advisory Group
  • Technical Support Engineers Association
  • Project Management Institute
  • Women in Customer Support Leadership (WCSL)
  • Customer Relationship Professionals Association
  • Certified Support Manager (CSM) Designation
  • International Association of Professional Technical Support (IAPTS)

Certifications

  • Cross-functional Communication in Customer Support Certificate by Meridian
  • CompTIA Network+
  • LinkedIn Learning: Customer Service Foundations
  • Help Desk Institute (HDI) Customer Service Representative Certification
  • Sales Essentials Certificate
  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation Certification in IT Service Management
  • Foundations of Customer Support by HubSpot Academy
  • Advanced Communication and Soft Skills Certification by Summit Group
  • Certified User Support Specialist by Summit Group

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