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Skills

  • Data-driven decision making
  • Attention to detail in chat conversations
  • Cart abandonment reduction techniques
  • Collaboration with IT for technical support
  • Project organization
  • Active listening and reading comprehension
  • Order processing
  • Customer Service expertise
  • Scheduling understanding
  • Account servicing

Work Experiences

  • By reviewing business directories, building a database of leads, and optimized, I was able to target potential clients.
  • Provided training to customers' employees and demonstrated how to use and maintain products.
  • Assessed team chat performance.
  • Adjusted marketing strategies.
  • Closed over $4 in sales, which included preparing contracts and processing order forms each two years.
  • Boosted team productivity by 62%.
  • Achieved an average sales conversion rate of 28%.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Achieved results in 2018.
  • Met sales and service targets of $12 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.

Summaries

  • Bringing top-notch planning and multitasking skills to the table, as well as a hardworking and determined attitude.
  • Sales Chat Agent is a multi-talented Sales Chat Agent who is consistently rewarded for planning and operational improvements.
  • Sales Chat Agent with 6 years of successful project management and stakeholder engagement experience.
  • Superior communication skills, as well as the ability to understand and close sales, are required.
  • Customers have increased by 12%, and new sales revenue has increased by more than $9.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • With a background in marketing and sales of 13 products by informing customers of product benefits, risk assessment and stakeholder engagement, enthusiastic sales expert with a background in marketing and sales of 2 products by informing customers of product benefits, performance reporting and strategic planning.
  • Recognized for using ingenuity and creativity to meet and exceed sales, revenue, and profit targets.

Accomplishments

  • Developed and maintained chat interaction best practices that resulted in a 82% higher customer service rating across the department.
  • Boosted team sales closure rate by 62% through targeted training on lead qualification and closing techniques during live chats.
  • Enhanced company’s chat-based support channel by contributing insights to the knowledge base, cutting down customer response time by 44%.
  • Implemented personalized communication techniques that improved customer satisfaction scores by 15%, driving repeat business.
  • Managed a diverse portfolio of chat customer interactions, consistently closing high-ticket sales exceeding $5 yearly.
  • Collaborated with product and marketing teams to refine the company's chat script, resulting in a 24% increase in customer engagement.
  • Supported 13 customers daily through live chat, resolving complex inquiries and escalations, leading to a 44% improvement in first-contact resolution.
  • Served as escalation point for advance customer issues, resolving 11 escalations with a 66% customer satisfaction rate.
  • Continually monitored and flagged at-risk customers through the chat channel, facilitating recoveries that resulted in 20% churn reduction.
  • Documented and resolved system which led to standard.

Affiliations

  • Customer Support Leaders Network
  • Association for Computing Machinery
  • National Association of Social Workers
  • Certified Digital Marketing Professional (CDMP)
  • Association of Information Technology Professionals
  • LinkedIn Sales Navigator Users Group
  • Lions Club
  • Business Development Institute (BDI)
  • Project Management Institute
  • Sales Enablement Society

Certifications

  • CompTIA Network+
  • Certified Customer Engagement Professional (CCEP)
  • Certified Public Accountant (CPA)
  • Certified Professional Sales Person (CPSP)
  • Certified Chat Support Specialist (CCSS)
  • Email and Chat Handling Certified Excellence process
  • Placeable Keyword Proficiency in Chat-Based Sales Lead Generation
  • Google Analytics Individual Qualification (GAIQ)
  • Competency Diploma in Conversational AI for Sales framework
  • LinkedIn Sales Navigator Proficiency Certification

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