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Skills

  • i-channel contact center software
  • CallSelect communication systems
  • Retail store support
  • Credit card transactions
  • Receiving support
  • Account management
  • Shipping procedures understanding
  • Power BI software
  • Detail-oriented
  • Goal-oriented

Work Experiences

  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Ensure that customers and internal departments are properly communicated with.
  • Identified
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Processed 5 invoices and mailed documentation to clients each several months.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Was quick to respond to potential customers' questions and requests.
  • 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.

Summaries

  • Inbound Problem Solver is a sales professional who excels at exceeding sales goals and company expectations by building a strong client base and providing excellent customer service.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 5 years.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Inbound Problem Solver is skilled at bending and flexing in response to change.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and process abilities.
  • Valuable and hardworking employee with a track record of converting cold calls into profitable sales relationships.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Dedicated to exceeding expectations and leading the team to success.
  • Articulate

Accomplishments

  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Collaborated with the IT department to roll out new service management software that improved ticket handling speed by 75%.
  • Initiated a peer-review process of escalated tickets, reducing troubleshooting errors by 19% in 2019.
  • Introduced an enhanced service escalation process, reducing time to resolution for critical inbound cases by 4 minutes.
  • Boosted department’s overall effectiveness by improving service request documentation templates that resulted in a 69% reduction in follow-up inquiries.
  • Collaborated with team of 13 in the development of procedure.
  • Leveraged data insights to forecast and allocate staffing needs, ensuring optimal manpower for handling a monthly call volume increase of 48%.
  • Achieved status as one of 12 top sales performers in the region comprised of 11 stores.
  • Increased efficiency of cross-team communication, contributing to a 19% reduction in ticket backlog by centralizing case documentation processes.
  • Mentored a team of 6 junior support specialists, boosting troubleshooting success rates by 52%.

Affiliations

  • Association for Contact Center Professionals (ACCP)
  • Association for Computing Machinery
  • American Marketing Association
  • American Customer Service Association (ACSA)
  • Call Center Management Association
  • Global Service Excellence Council
  • Help Desk Institute (HDI)
  • Association of Information Technology Professionals
  • National Association of Problem Solvers (NAPSA)
  • Lions Club

Certifications

  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)
  • Applied Data Analytics for Business Certification
  • Certified Professional in Decision Making & Problem Solving (CPDMPS)
  • Leadership Essentials Certificate
  • Certified Public Accountant
  • Business Process Redesign Professional Certificate
  • Google Certified Professional Cloud Architect
  • Call Center Workforce Management Certification
  • Microsoft Office Specialist (MOS)

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