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Skills

  • Retail materials management
  • Key stakeholder relationship building
  • Customer feedback analysis
  • Money handling abilities
  • Strategic sales knowledge
  • Conflict Resolution & Escalation Handling
  • Continuous performance improvement
  • POS systems expert
  • Client Satisfaction Maximization
  • Medical terminology knowledge

Work Experiences

  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • In the top 14% of employees for successful optimized.
  • Collaborated with vendors to plan more than 8 daily pickups and weekly deliveries.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept up to date on product and service changes.
  • Assisted and cross-trained other customer service managers.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Welcomed, greeted, and assisted customers, generating $14 in one year revenue in a high-traffic store.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.

Summaries

  • Customer Service Representative with 6 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.
  • Lead Customer Care Representative proactive with experience in providing support and resolving customer complaints.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Very knowledgeable about Salesforce, as well as procedure competitors and offerings.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved success in providing unsurpassed customer service.
  • Jira and framework techniques have been taught to me.

Accomplishments

  • Developed incident escalation protocols that decreased the response time to high-priority tickets by 40% and increased service-level agreements (SLAs) adherence.
  • Trained and mentored new hires, decreasing the learning curve by 56% and ensuring quick ramp-up to full productivity in under 6 months.
  • Orchestrated the roll-out of a new CRM system, resulting in improved data accuracy and a 36% decrease in redundant data entry tasks for the customer care team.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Improvised call routing based on customer-specific needs and historical data, reducing call abandonment rates by 59% over 6 months.
  • Led the creation of a customer experience portal, improving customer engagement by 18% and overall retention by 35% in the first 18 months.
  • Developed a knowledge-sharing platform for customer care representatives, reducing knowledge gaps and improving team performance by 46%.
  • Advised the executive team on customer care trends and industry best practices, positioning the company to improve CSAT by 74% in 2023.
  • Implemented an automated callback system that reduced customer hold times by 15% and enhanced overall service satisfaction.
  • Resolved product issue through consumer testing.

Affiliations

  • Association for Computing Machinery
  • Jaycees
  • High Performance Institute (HPI) for Team Leadership
  • Better Business Bureau (BBB) Liaison Role
  • Employee Engagement Institute
  • Association of Information Technology Professionals
  • Global Service Desk Professionals Alliance (GSDPA)
  • International Association of Administrative Professionals (IAAP)
  • International Association of Business Communicators (IABC)
  • American Customer Satisfaction Index (ACSI)

Certifications

  • Advanced Coaching Skills for Contact Center Leaders (ACCL) – Tailored approach to team coaching for better service outcomes.
  • Professional Customer Care Specialist (PCCS) program – Ensuring outstanding customer service skills.
  • Customer Service Excellence Certificate framework – Demonstrating efforts to deliver exceptional service across all customer touchpoints.
  • Certified Professional in Workforce Management (CPWM) – Expertise in scheduling, forecasting and optimizing customer care staff performance.
  • CompTIA A+ Technician
  • Customer Service and Support Manager Certification – Enhancing leadership and operational efficiency.
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Help Desk Manager (CHDM) Meridian – Expertise in leading help desk and technical support teams.
  • CompTIA Network+
  • Certified Quality Assurance Professional (CQA) Cedar Works – Ensuring quality management within the client support framework.

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