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Skills

  • Weekly Payroll
  • Territory Sales Experience
  • CallSelect communication systems
  • Database management
  • Excel in method
  • Pet charting information
  • Account management
  • Bilingual in Spanish
  • Operations management
  • Contract negotiation/review/drafting

Work Experiences

  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Explained payment options and referred customers to the billing department for payment or additional billing questions.
  • Efficiently resolved customer complaints in order to satisfy them and encourage future transactions.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Generated new and repeat sales by providing timely product, service, and technical information.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Double-checked the data's accuracy and integrity.
  • Educated customers on product terminology, features, and benefits to increase sales and customer satisfaction.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Customer service specialist with over 16 years of experience resolving account and service issues for Customer Service clients.
  • Motivated to keep customers happy and contribute to the company's success.
  • Excellent conflict resolution and multitasking skills.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Dedicated to meeting and exceeding program objectives through effective communication and initiative abilities.
  • Customer Service Representative with 18 years of retail experience in fast-paced, team-oriented environments.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • HubSpot expert with 2 years of experience in related roles.
  • QuickBooks and initiative techniques have been taught to me.

Accomplishments

  • Consistently exceeded performance goals, closing 53% more tickets than average while maintaining customer satisfaction targets over the past year.
  • Handled 25% of inquiries related to account changes and billing issues, driving an efficient resolution process and customer satisfaction.
  • Increased sales 2% over 18 months.
  • Achieved Outstanding Service Award for maintaining a customer satisfaction rating above 36% over one year, reflecting strong service quality and attention to detail.
  • Recognized on multiple occasions for going above and beyond in assisting customers, earning a Innovation Award in 2024 for Excellence in Customer Service.
  • Collaborated with team of 14 in the development of program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 15% in cross-sell conversion rate during customer service interactions, boosting department revenue significantly.
  • Collaborated closely with product teams to provide insights into common customer complaints, resulting in a 83% reduction in issue recurrence.
  • Reduced average customer complaint response time by 85% through focused improvements in issue logging and prioritization.

Affiliations

  • Society for Human Resource Management (SHRM) – Customer Support Branch
  • Customer Service Leadership Association (CSLA)
  • National Association of Sales Professionals (NASP) - Customer Retention focus
  • Project Management Institute (PMI) - Call Center PM Chapter
  • Call Center Network Group (CCNG)
  • American Society for Quality (ASQ) - Call Center Special Interest Group
  • International Technical Support Association (ITSA)
  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • Freemason

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Call Center Quality Assurance Certification from Meridian
  • Cisco Certified Internetwork Expert (CCIE)
  • Helpdesk Institute Support Center Analyst (HDI-SCA)
  • Microsoft Office Specialist: Excel Certifications
  • Certified Protection Officer (CPO)
  • CompTIA A+ (for Tech Support)
  • Project Management Professional (PMP)
  • CompTIA Security+
  • Salesforce Certified Service Cloud Consultant

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