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Skills

  • Fluent in Portuguese
  • Consistently meets sales goals
  • Credit card processing
  • Types 11 wpm
  • Business Administration
  • Multi-line phone talent
  • CallSelect communication systems
  • Workflow planning
  • POS systems knowledge
  • MS Office Suite

Work Experiences

  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Kept up with market and product trends to effectively answer customer questions.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Had planned ahead.
  • Got better.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Raised the stakes.
  • Managed
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • In charge of quality communication, customer service, and product representation for each client.

Summaries

  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Director of Customer Service is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Articulate
  • Adaptable, tenacious, and capable project manager with over 15 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • Framework and standard are examples of abilities.
  • Having an unrivaled commitment to customer service.
  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Director of Customer Service is skilled at bending and flexing in response to change.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.

Accomplishments

  • Coached a department of 2 representatives, resulting in improved employee performance reviews and a 20% increase in customer satisfaction scores.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Standard Met and exceeded quotas generating 13+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Collaborated with team of 18 in the development of method.
  • Reduced operational expenses by negotiating vendor contracts and streamlining the service workforce, saving $4 annually without impacting service levels.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Directed quality assurance standards that reduced complaint resolution times by 60% and increased post-support satisfaction ratings by 26%.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Designed and deployed crisis management protocols, enhancing team capability to handle high-volume seasons, contributing to a 71% reduction in support escalations during peak periods.
  • Leveraged data analytics to introduce KPIs that monitored agent performance in real time, leading to a 73% rise in service efficiency and first-call resolution optimization.

Affiliations

  • Technology Integration Specialist, Innovators Network, working towards seamless tech adoption across customer service teams.
  • Attendee, Customer Experience Data & Analytics Conference, learning advanced techniques to utilize customer data for strategic improvements.
  • Certified Member, International Customer Management Institute (ICMI), actively engaging in best practices and industry standards.
  • Membership, Society for Human Resource Management (SHRM) for enhancing team leadership and workforce management best practices.
  • Certified Customer Interaction Professional (CCIP), demonstrating excellence in managing customer communications across channels.
  • Board Member, Customer Experience Professionals Association (CXPA), advocating for the enhancement of customer service practices globally.
  • Member, Society for Customer Experience Professionals (SCEP), engaging in educational content creation and professional networking.
  • Certified FAQ Development Specialist (CFDS), leveraging education to create intuitive and effective help resources for clients.
  • Certification in Customer Experience Management (CXM), equipping professionals with skills to enhance customer satisfaction and experience.
  • Member, Global Customer Experience Forum, collaborating with international peers to share insights on NPS and hold-time reduction initiatives.

Certifications

  • Association for Project Management (APM)
  • Advanced Certificate in Business Accounting
  • Customer Service Representative Certificate
  • Certified Global Business Professional (CGBP)
  • Certified Customer Success Manager (CCSM) by SuccessCOACHING
  • Customer Service Excellence Certificate
  • Certified Call Center Manager (CCCM)
  • Certified Conflict Resolution Specialist
  • Project Management Professional (PMP) from PMI
  • Certified Business Analysis Professional (CBAP) from IIBA

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