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Skills

  • Credit card processing
  • Patient care and physical therapy
  • Consistently meets sales goals
  • Service recommendations
  • Stocking and replenishing
  • POS systems expert
  • Detail-oriented
  • Insurance policy review
  • Professional telephone demeanor
  • Active Data Online

Work Experiences

  • Used a POS system to itemize and total the purchases of 17 customers.
  • Customer service training processes were implemented and developed by me.
  • Devised schedules and workflows in accordance with anticipated customer demands.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Collaborated with vendors to plan more than 17 daily pickups and weekly deliveries.
  • Consistently outperformed my daily credit card application goals.
  • Kept track of everything.
  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Adobe Creative Suite expert with 11 years of experience in related roles.
  • Customer Service Representative with experience working in a fast-paced environment who is personable and deadline-oriented.
  • Deadline-driven
  • Ability to recognize and resolve problems, promote products, and maintain strong customer loyalty.
  • Team player who is self-sufficient and quick to think.
  • Motivated individual.
  • Having an unrivaled commitment to customer service.
  • Focused on customer service

Accomplishments

  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Created and facilitated behavioral training modules focusing on conflict resolution, improving employee performance and customer satisfaction.
  • Collaborated with senior management to introduce interactive customer feedback tools, leading to a 62% increase in actionable insights for product improvement.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Developed training materials for new customer service representatives focused on initiative to reduce onboarding time by 49% and improve first-week performance.
  • Reduced average handling time by 22% through adoption of streamlined ticket management protocols and staff retraining.
  • Built and managed a remote customer service team during 2023, maintaining service level agreements and increasing customer satisfaction by 45% despite remote challenges.
  • Led quarterly department performance reviews, ensuring all representatives were aligned with company objectives and had personalized growth plans.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Administrative Professionals (IAAP)
  • Salesforce Certification for Service Cloud 2017
  • Professional Association for Customer Engagement (PACE)
  • National Retail Federation (NRF) - Customer Service Council
  • Association of Information Technology Professionals
  • American Management Association (AMA)
  • Society of Human Resource Management
  • American Marketing Association
  • Customer Success Association (CSA)
  • International Contact Center Association (ICCA)

Certifications

  • Conflict Resolution Certificate - system
  • Certified Professional in Customer Service (CPCS) - National Professional Association
  • Certified Business Analysis Professional (CBAP)
  • Certified Support Manager (CSM) - Service Strategies
  • Customer Service Manager Certificate - method
  • Leadership Essentials Certificate
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Contact Center Supervisor - BenchmarkPortal
  • Microsoft Office Specialist (MOS)

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