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Skills

  • Data entry and accuracy
  • International sales support
  • Complaint and return management
  • Inventory management coordination
  • Customer Satisfaction Enhancement
  • Report preparation
  • Cross-departmental communication
  • Stocking and replenishing
  • Team collaboration and leadership
  • Recordkeeping strengths

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Processed 5 invoices and mailed documentation to clients each the past year.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Qualified Front Counter Customer Service Representative with 10 years of experience supporting framework company needs in fast-paced customer service and call center environments.
  • Under duress, personable and professional.
  • Excellent communicator with 15 years of experience as a Customer Service Representative in high-volume call centers.
  • Worker with a strong understanding of program organization and initiative product issues.
  • Hardworking Front Counter Customer Service Representative with 11 years of telecommuting experience meeting customer needs.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • HubSpot expert with experience in risk assessment services.

Accomplishments

  • Issued refunds and processes exchanges within company guidelines, recovering 6 in revenue while maintaining positive customer relations.
  • Implemented updated customer interaction protocols, improving positive customer feedback scores by 74%.
  • Promoted to lead Front Counter Representative after exceeding sales targets by 57% in 2015, recognized for service excellence.
  • Provided multilingual customer support in standard, aiding non-English speakers and expanding our service reach by 38%.
  • Led team efforts in upselling and cross-selling, achieving a 46% increase in daily sales.
  • Acted as liaison between customers and management to address urgent escalations, contributing to a 56% reduction in complaint resolution time.
  • Collaborated with the IT department to escalate and resolve complex technical support cases, reducing recurrent customer issues by 77%.
  • Consistently achieved daily and monthly KPIs, serving an average of 11 customers per shift and increasing desk productivity by 25%.
  • Spearheaded ticketing queue optimization, reducing wait times during peak seasons by 30% with sustainable practices.
  • Conducted cross-training sessions for front desk staff, enabling the team to better handle various operational tasks, enhancing service speed by 49%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Cash Handling Association (ACHA)
  • Accomplished Customer Service Professional (CSP) Certification
  • Certified Customer Service Professional (CCSP) Program
  • Retail Customer Service Association (RCSA)
  • Service Quality Institute (SQI)
  • Global Association for Retail Development (GARD)
  • Global Retail Customer Experience Council (GRCEC)
  • National Customer Service Association (NCSA)
  • Retail Distribution and Frontline Service Managers’ Society (RDFS)

Certifications

  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Client Interaction Professional Certification by Northwind
  • Certified Specialist in Contact Center Management by Ironclad Systems
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Front Desk Representative (CFDR) – American Hotel & Lodging Educational Institute
  • Escalation Management Practitioner - HDI
  • Customer Onboarding Specialist Certification by Summit Group
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)

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