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Skills

  • POS systems knowledge
  • MS Office
  • Process improvement
  • Operational improvement
  • MS Office Suite
  • Medical terminology knowledge
  • Method equipment
  • Budgets
  • Upselling techniques
  • Cash flow management

Work Experiences

  • Kept track of everything.
  • Increased profits by taking advantage of opportunities to upsell additional products.
  • Identified
  • Trained 7 new employees in procedures and policies in order to improve team performance each quarter.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Named Top Seller for several months through launched.
  • By leveraging awareness, attention to detail, and integrity to identify and investigate concerns, I was able to prevent store losses.
  • Consistently outperformed my daily credit card application goals.
  • Kept up with market and product trends to effectively answer customer questions.

Summaries

  • Senior Agent is skilled at bending and flexing in response to change.
  • Solid team player with a cooperative and positive attitude.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Expert
  • Excel in Power BI offerings, Adobe Creative Suite use, and cross-functional collaboration.
  • Motivated individual.
  • Senior Agent with a track record of quickly and effectively resolving issues.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.

Accomplishments

  • Created effective sales support tools that increased service upsell rates by 50% year over year.
  • Won Innovation Award Award for driving consistent performance and consistently exceeding quality service metrics.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Collaborated closely with stakeholders to optimize call center management protocols, reducing call resolution time by 77% seconds.
  • Optimized customer outreach processes, resulting in a 26% client survey satisfaction rate improvement.
  • Streamlined cross-functional communication which led to a 63% improvement in issue escalation resolution times.
  • Identified and resolved client concerns by introducing new methodologies, leading to a 56% reduction in overall tickets.
  • Achieved status as one of 3 top sales performers in the region comprised of 17 stores.
  • Instrumental in reorganizing team workflows, succeeding in decreasing response times by 21%.
  • Created a set of comprehensive guidelines that improved task turnaround time by 40% while maintaining service accuracy.

Affiliations

  • Customer Success Leadership Group
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • American Marketing Association (AMA) – Customer Relationship Division
  • Project Management Institute
  • Professional Association for Certified Sales Trainers
  • Society of Human Resource Management
  • Freemason
  • Customer Operations Performance Center (COPC)
  • Customer Service Group Forum

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Interaction Professional (CCIP)
  • Leadership in Customer Service Excellence - Ironclad Systems
  • Sales Manager Certificate
  • Certified Problem-Solving Professional (CPSP) in Customer Service
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Certified Customer Service Professional (CCSP)
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)

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