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Skills

  • Money handling abilities
  • Client Relationship Management (CRM)
  • Client Feedback Analysis & Implementation
  • Data-driven decision making
  • Warehousing functions
  • Effective time management and prioritization
  • Client Survey Data Utilization
  • Cross-functional team collaboration
  • Stocking and replenishing
  • International sales support

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Ensure that customers and internal departments are properly communicated with.
  • Kept the framework and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Provided ongoing guest service, which included Adobe Creative Suite recommendations.
  • Created and maintained a detailed database to develop promotional sales.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Averaged 10 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Motivated to keep customers happy and contribute to the company's success.
  • Competent Senior Client Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Jira expert with experience in data analysis services.
  • Senior Client Service Representative with 13 years of successful team leadership and client relations experience.
  • Very knowledgeable about HubSpot, as well as standard competitors and offerings.
  • Senior Client Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.

Accomplishments

  • Projected a forward-facing approach during method, allowing the company to accommodate increased client traffic with a 26% improvement in satisfaction.
  • Authored training materials focused on advanced client resolution techniques, improving overall team performance by 71% and employee engagement by 71%.
  • Implemented a new workflow that resulted in a 83% increase in the team’s efficiency and allowed faster responses to customer inquiries.
  • Resolved product issue through consumer testing.
  • Reduced client service response time by 63% through the implementation of task delegation strategies and workload balancing among 2-person team.
  • Led initiatives to reduce processing time for client refunds and credits, accounting for a 19% reduction in financial discrepancies within two years.
  • Increased client service ratings by 47% through proactive process improvements and the introduction of personalized client follow-up strategies.
  • Established and maintained relationships with key clients in Customer Service, driving a 82% increase in client retention over a 2020-year period.
  • Facilitated team effort that maintained a departmental average SLA adherence of 80%, exceeding company benchmarks and delighting high-profile clients.
  • Negotiated technical solution delivery timelines with internal engineering teams, ensuring customer-facing deliverables remained within scope and on schedule.

Affiliations

  • Technology Services Industry Association (TSIA)
  • Association of Customer Experience Experts (ACE)
  • Lions Club
  • American Marketing Association
  • Freemason
  • Association for Talent Development (ATD)
  • Customer Service Institute of America (CSIA)
  • TechServe Alliance – Client Relations Division
  • International Customer Management Institute (ICMI)
  • Society of Human Resource Management

Certifications

  • Customer Service Management (CSM) Certification - Northwind
  • Client Servicing and Upselling Certificate - Lakeside Partners
  • Six Sigma Green Belt Certification - Lakeside Partners - 2018
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • Certified Complaint Management Professional - Brightline
  • Conflict Resolution Certification – Brightline
  • Leadership and Influencing Skills Certificate - Meridian
  • Certified Professional in Customer Relations - Ironclad Systems
  • Project Management Professional (PMP) - category

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