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Skills

  • Customer relations
  • High-energy attitude
  • Microsoft Office expertise
  • Credit card payment processing
  • Product organization
  • Contract development
  • Schedule mastery
  • Cross-functional collaboration
  • Churn rate reduction initiatives
  • In-store support

Work Experiences

  • Lead on-site and off-site customer support teams across multiple time zones.
  • Increased productivity by providing CSR performance feedback for corrective action.
  • Answered 5 daily phone calls in order to efficiently resolve metric customer issues.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Customers were contacted about service upgrades, new initiative services, and account changes.
  • Handled the needs of up to 15 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Expressed gratitude for the business and invited and encouraged customers to return.

Summaries

  • Customer service professional who is used to working in a fast-paced category call center environment.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Workday expert who excels at meeting and exceeding sales targets.
  • Well-versed in Microsoft Excel solutions and a strong communicator.
  • Excel in Workday offerings, Microsoft Excel use, and workflow optimization.
  • International Customer Service Agent with 3 years of method customer service experience.
  • International Customer Service Agent who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • International Customer Service Agent is an energetic and dependable International Customer Service Agent who has been well-trained and excels in high-end merchandise environments.
  • International Customer Service Agent with 18 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Designed and implemented logistics-related customer service protocols for international shippings, reducing shipment errors by 20%.
  • Provided real-time support through live chat and email integration, achieving a 75% reduction in bounce rate among Portuguese-speaking customers.
  • Enhanced the customer experience for the Southwest through strategic collaboration with finance, reducing backlog by 36% in one year.
  • Spearheaded training initiatives on cross-border payment processing and fraud detection, reducing transaction issues by 55%.
  • Improved international shipment logistics coordination, reducing delays in 9 regions by 80%.
  • Led a cross-department collaboration that resulted in a seamless client onboarding process for cross-border transactions.
  • Managed interdepartmental communication flows, achieving a 80% faster response to customer inquiries across 12 time zones.
  • Delivered software training to 6 agents spread across Raleigh to accelerate the adoption of new CRM tools.
  • Implemented client retention strategies resulting in a 15% increase in annual repeat business from international clients.
  • Consistently surpassed weekly service level agreements by an average of 34% over three years, contributing to enhanced customer satisfaction.

Affiliations

  • Regular participant in global customer loyalty forums through the International Society of Customer Loyalty Specialists (ISCLO), sharing best practices.
  • Certified customer service professional through the process, providing an advanced understanding of customer support strategies in international markets.
  • Member, International Association for Conflict Resolution (IACR), with a specialization in customer dispute resolution and mediation in foreign markets.
  • Member of the International Communication Association (ICA), actively engaged in improving customer service communication in multilingual environments.
  • Member, Association of Cross-Cultural Trainers (ACCT), offering guidance on cultural sensitivity training for customer service teams worldwide.
  • Certification in Cross-Cultural Communication Techniques from Meridian, providing crucial skills for delivering effective international customer service.
  • Active in the Customer Support Professionals Network (CSPN), exchanging insights on global support operations and process automation.
  • Certificate in Customer Service Strategy Optimizations from process, concentrating on improving service processes across different market segments.
  • Active affiliation with the Institute of Customer Service (ICS), where I contributed to sector-wide advancements in time-zone sensitive customer resolution approaches.
  • Affiliate Member, Association for Supervision and Curriculum Development (ASCD) with focus on customer service training program creation and delivery.

Certifications

  • Business Etiquette in Multinational Corporations Certification by framework
  • Project Management Professional (PMP)
  • CompTIA A+ Technician
  • First Aid/CPR
  • SAP Certified Application Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified International Trade Professional (CITP) by the Forum for International Trade Training (FITT)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Global Business Professional (CGBP) by NASBITE International

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