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Skills

  • Organizational Development
  • Types 16 wpm
  • POS systems knowledge
  • Retail merchandising experience
  • Computer literate
  • International sales support
  • Benefits and compensation
  • CallSelect communication systems
  • Conflict resolution
  • Market trend analysis

Work Experiences

  • Attended 18 team meetings to express my concerns and provide constructive feedback to others each month.
  • Kept track of everything.
  • Increased profits by taking advantage of opportunities to upsell additional products.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Sought advice.
  • Trained 2 new employees in procedures and policies in order to improve team performance each quarter.
  • Managed
  • Completed an average of 13 transactions in a timely manner each day.
  • Upgraded a legacy HRIS system to new technology to minimize business impact.
  • Returns and exchanges were handled by me.

Summaries

  • Innovative
  • Customer Retention Specialist with negotiation skills who can handle a high volume of calls and inquiries.
  • Supporting recruitment efforts with a focus on attracting and retaining talented employees.
  • Versatile
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Service-driven
  • Extensive sales retention and telemarking experience.
  • Seasoned
  • Excellent data analysis, strategic planning, and client relations skills.
  • Interviews, assessments, and applicable policies are all second nature to me as a Customer Service veteran.

Accomplishments

  • Documented and resolved program which led to framework.
  • Partnered with the marketing team to develop cross-sell and upsell campaigns that contributed to a $194,000 increase in revenue retention.
  • Utilized data segmentation techniques to design targeted outreach programs, resulting in a 56% increase in renewals for the Power BI segment.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Conducted personalized client outreach through multiple channels, resulting in a 30% lift in NPS and reducing churn for method.
  • Reduced client churn by 77% through proactive outreach campaigns and personalized engagement strategies.
  • Introduced Net Promoter Score (NPS) tracking as a key performance indicator, resulting in a 26% improvement in satisfaction and retention scores.
  • Developed customer success KPIs that aligned with broader business objectives, resulting in measurable increases in customer satisfaction by 65% and overall retention by 14.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.

Affiliations

  • National Association of Social Workers
  • Professional Association for Customer Engagement (PACE) – Membership Specializing in Retention and Customer Trust
  • ISACA – Technology Risk Management for Customer Retention Projects
  • Jaycees
  • Salesforce Certified Customer Success Manager – 2017
  • American Society of Safety Professionals
  • Customer Experience Professional Association (CXPA) – Certified Customer Experience Professional (CCXP)
  • Association for Talent Development (ATD) – Upgrading Learning for Retention Enhancement
  • International Association of Administrative Professionals
  • Zendesk Certified – Customer Support and Retention Strategies

Certifications

  • Certified Customer Journey Mapping Professional
  • HubSpot Academy Customer Success Certification
  • Certified Customer Retention Practitioner (CCRP)
  • Advanced CX Management Certification
  • Salesforce
  • ServSafe
  • Customer Experience (CX) Professional Certification
  • Project Management Professional (PMP)
  • Certified Customer Success Manager (CCSM) - Beacon Labs
  • SHRM Senior Certified Professional (SHRM-SCP)

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