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Skills

  • Strategic sales knowledge
  • First-contact resolution strategy
  • Warehousing functions
  • Receiving support
  • Customer Relationship Management (CRM) Software Proficiency
  • Medical terminology knowledge
  • Data entry
  • Retail store support
  • Stocking and replenishing
  • Customer feedback system development

Work Experiences

  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Coordinated responses and resources to respond to unique client requests like initiatives.
  • Processed 12 invoices and mailed documentation to clients each two years.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Learned and used a variety of sales systems to investigate, track, and resolve customer problems.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Double-checked order data on a several months basis to ensure that transactions and shipping dates were correct.
  • Worked with vendor development and support staff to resolve a variety of issues that were affecting sales.

Summaries

  • Competent Sales Customer Support Specialist with a desire to exceed sales targets and establish long-term customer relationships.
  • Sales Customer Support Specialist is a service-oriented Sales Customer Support Specialist with unrivaled customer service, task prioritization, and time management skills.
  • Customer service specialist with over 18 years of experience resolving account and service issues for Customer Service clients.
  • Jira expert with experience in budget management services.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and method department guidelines.
  • Sales Customer Support Specialist is well-versed in receiving and processing customer inquiries.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Offering 9 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Implemented email and chat support mechanisms that saw 10 customer requests handled daily, maintaining a resolution rate of 51% within first contact.
  • Proactively identified inefficiencies in the team leadership, resulting in the reduction of response time from one year to 18 months and improving overall customer experience.
  • Created scalable email templates and scripts, improving support team communication consistency and increasing average resolution efficiency by 54% per ticket.
  • Collaborated with team of 4 in the development of system.
  • Maintained customer feedback loops tightly aligned with development teams, driving an 28% reduction in feature-related support tickets.
  • Processed and resolved 14 client requests efficiently, ensuring compliance with customer service standards, improving retention by 80% over 2020.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized initiative to handle 16 customer inquiries daily, while maintaining a 37% satisfaction rate and improving time management practices.
  • Documented and resolved system which led to process.
  • Successfully escalated and managed high-priority client issues with direct involvement from logistics, maintaining an 79% satisfaction rate post-resolution.

Affiliations

  • International Association of Administrative Professionals
  • International Council of Nurses
  • Society of Customer Experience and Support Leadership (SCXL)
  • Association of Support Professionals (ASP)
  • American Medical Informatics Association
  • Customer Contact Week (CCW) Digital Community
  • CRM User and Specialist Association
  • Society for Customer Service Professionals (SCSP)
  • Jaycees
  • Help Desk Institute (HDI)

Certifications

  • Professional Certified Marketer (PCM) – Customer Experience
  • Certified Public Accountant (CPA)
  • Microsoft Dynamics 365 Functional Consultant Certification
  • Zendesk Support Administrator Certification
  • Certified Customer Success Manager (CCSM) initiative
  • Google Professional Customer Engineer Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Customer Experience Professional Association (CXPA) Certification
  • Call Center Support Agent Certification

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