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Skills

  • Employee relations
  • Policy and procedure modification
  • Bookkeeping
  • Detail-oriented
  • SAP software
  • Cash flow management
  • Merchandising
  • Credit and collections
  • Key holder experience
  • Medicare and Medicaid eligibility

Work Experiences

  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Calculated accurate sales prices for purchase transactions.
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Returns and exchanges were handled by me.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Managed
  • Held each member of my team accountable for meeting brand and performance objectives.
  • 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.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.

Summaries

  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Leadership skills that have been demonstrated to drive enterprise optimization goals and improve organizational operations.
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Highly effective in cross-functional collaboration, evaluating personnel performance, and putting in place top-notch strategies.
  • Solid team player with a cooperative and positive attitude.
  • Pragmatic
  • Focused on customer service
  • Skills in stakeholder engagement and workflow optimization are available.
  • 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

  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Introduced a bilingual support team, enhancing communication with Mandarin-speaking clients and improving customer retention in global markets by 46% points.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • 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.
  • Collaborated with team of 18 in the development of method.
  • Led operational improvement initiatives that reduced annual customer service budget by $10 through process re-engineering and vendor contract optimization.
  • Collaborated cross-functionally with IT and marketing teams to launch self-help platforms, resulting in a 33% reduction in customer support tickets.
  • Achieved a 71% year-on-year increase in customer retention through service excellence and close collaboration with sales and marketing to align customer experiences.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.

Affiliations

  • Panelist, National Customer Relations Summit, exploring global trends in omnichannel service and cross-department collaboration.
  • Certified FAQ Development Specialist (CFDS), leveraging education to create intuitive and effective help resources for clients.
  • Certified Member, International Customer Management Institute (ICMI), actively engaging in best practices and industry standards.
  • Key Contributor, Global Customer Support Leaders Forum, actively sharing insights about reducing response times and improving satisfaction scores.
  • Member, Society for Customer Experience Professionals (SCEP), engaging in educational content creation and professional networking.
  • Certified in Social Media Customer Care, ensuring responsiveness and service excellence through social platforms integration.
  • 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.
  • Graduate, Certified Customer Service Leader (CCSL) program, focusing on leadership development for managing large client service teams.
  • Facilitator, Cross-Departmental Synergy Workshop, focused on aligning Marketing, Sales, and Customer Success departments.

Certifications

  • Certified Manager of Quality/Organizational Excellence (CMQ/OE)
  • Certified Customer Experience Professional (CCXP) by CXPA
  • Certified Customer Service Manager (CCSM)
  • Certified Customer Contact Manager (CCCM)
  • Association for Project Management (APM)
  • Contact Center Supervision Certification
  • Bilingual Call Center Management Certification Japanese
  • Certified Sales Professional (CSP) with Customer Retention Focus
  • Customer Service Representative Certificate
  • Microsoft Office Specialist (MOS)

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