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Skills

  • Service standard compliance
  • Money handling abilities
  • Order fulfillment
  • Conflict resolution
  • Retail store support
  • Sales expertise
  • Key holder experience
  • Professional telephone demeanor
  • Cold calling proficiency
  • Objection handling

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Educated employees on company procedures and services.
  • 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.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided ongoing guest service, which included Workday recommendations.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.

Summaries

  • Expert at providing relevant information and options for resolving problems effectively.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Customer service specialist with over 17 years of experience resolving account and service issues for Customer Service clients.
  • To best meet customer needs, provides exceptional service, product knowledge, and effective products.
  • Competent Outbound Call Center Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Salesforce and category techniques have been taught to me.
  • Under duress, personable and professional.
  • Achieved success in providing unsurpassed customer service.

Accomplishments

  • Analyzed post-call survey feedback and recommended changes to the outreach script, resulting in a 45% improvement in satisfaction ratings.
  • Trained new hires in product knowledge and communication best practices, improving their ramp-up time by 2 days.
  • Recognized for outstanding monthly performance by consistently surpassing initiative targets by a margin of 80%.
  • Implemented a new automated dialing system that increased call efficiency by 39%, leading to reduced idle time and higher productivity.
  • Improved sales per hour rate by 47% through continuous improvement of questioning and closing techniques.
  • Created and led performance coaching sessions for the team, improving KPIs across the board, including a 21% increase in overall sales.
  • Utilized CRM software to track inbound and outbound calls efficiently, leading to an improvement in lead follow-up rates by 42% %.
  • Escalated product issues based on customer feedback to engineering, leading to a software update that cut support calls by 46%.
  • Reduced escalations by 41% after implementing conflict resolution trainings for the team.
  • Optimized time management by using workforce management tools, improving schedule adherence by 18% %.

Affiliations

  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • Customer Service Professionals Network (CSPN)
  • Project Management Institute
  • American Society of Safety Professionals
  • Sales & Marketing Executives International (SMEI)
  • International Association of Sales Professionals (IASP)
  • International Customer Management Institute (ICMI)
  • Certified Inside Sales Professional (CISP) Program
  • Project Management Institute (PMI)

Certifications

  • CompTIA Network+
  • CompTIA A+ Technician
  • Certified Customer Retention and Feedback Analyst – framework
  • Microsoft Certified Systems Engineer (MCSE)
  • Salesforce Certified Administrator – Cedar Works
  • Customer Service Excellence Certification – procedure
  • Multi-Tasking and Campaign Management Certification – 2024
  • Certified Business Analysis Professional (CBAP)
  • First Aid/CPR Certified
  • Advanced TeleSales Management Certification – Vantage

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