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Skills

  • Account development
  • Team management
  • Collaborating across departments (Sales, Marketing, IT)
  • Customer relationship management (CRM) tools
  • Organization
  • Staff training
  • Cart abandonment reduction techniques
  • Project organization
  • Order processing
  • Team training and development

Work Experiences

  • Achieved 3 consecutive months of sales success.
  • Assisted customers throughout the sales process, as well as during product setup and use.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Customers were informed about product benefits, information, and pricing, resulting in sales of $11.
  • Allowed agents to focus on high-value leads.
  • Adjusted marketing strategies.
  • Assessed team chat performance.
  • Analyzed chat data to adjust marketing strategies, resulting in a 63% increase in targeted lead generation from chat sessions.
  • Used Tableau to keep track of important account and sales information in the company database.
  • Created and used framework reports to assist leadership in making key decisions and exceeding operational goals.

Summaries

  • Clear understanding of risk assessment and process improvement as well as risk assessment training.
  • German is a bilingual individual who is fluent in both languages.
  • Sales Chat Agent is a multi-talented Sales Chat Agent who is consistently rewarded for planning and operational improvements.
  • Accomplished Sales Chat Agent with expertise in resolving 2 inquiries weekly, achieving a high first-contact resolution rate, and consistently surpassing sales targets with personalized chat communication.
  • Detail-oriented with a knack for streamlining sales processes to boost profits.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Highly skilled and knowledgeable in the techniques used to close sales.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Professional with process improvement and strategic planning expertise who is organized and resourceful.
  • 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.

Accomplishments

  • Reduced cart abandonment rates by 40% through effective engagement and timely follow-ups within standard.
  • Exceeded quarterly KPIs by 15% through effective chat protocol improvement and real-time interaction support.
  • Successfully increased team productivity by automating chat response templates which cut average handling times by 2 minutes.
  • Resolved product issue through consumer testing.
  • Developed and maintained chat interaction best practices that resulted in a 82% higher customer service rating across the department.
  • Reduced average response time by 34% through continuous optimization of chat workflows and customer interaction guidelines.
  • Achieved a 27% reduction in customer escalations by implementing proactive troubleshooting guides for the chat support team.
  • Automated recurring chat-based FAQ responses using Salesforce, reducing response times by 41% and handling time by 17%.
  • Continually monitored and flagged at-risk customers through the chat channel, facilitating recoveries that resulted in 20% churn reduction.
  • Provided real-time coaching for junior agents on chat etiquette and closing techniques, increasing team sales conversions by 66%.

Affiliations

  • Jaycees
  • Society of Women Engineers
  • International Council of Nurses
  • Digital Marketing Institute
  • Society of Consumer Affairs Professionals (SOCAP)
  • Live Chat & Messaging Professionals Network
  • Freemason
  • Lions Club
  • Salesforce Trailblazer Community
  • eCommerce Marketing Association (ECMA)

Certifications

  • HubSpot Sales Software Certification
  • Apple Certified Associate (ACA)
  • CompTIA Security+
  • CompTIA Network+
  • Customer Service and Sales Certified Professional (CSSCP)
  • Certified Remote Customer Service Agent
  • CompTIA A+ Technician
  • Certified Chat Commerce Professional (CCCP)
  • LiveChat Certification for Sales Professionals
  • HubSpot Inbound Sales Certification

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