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Skills

  • Complaint resolution
  • Shipping procedures understanding
  • POS systems expert
  • Client rapport-building capabilities
  • Sales expertise
  • Credit card processing
  • Warehousing functions
  • Customer Churn Prevention
  • Professional telephone demeanor
  • Customer Engagement Optimization

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $7 in three years revenue in a high-traffic store.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Kept the framework and metric areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Ensure that customers and internal departments are properly communicated with.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Customer service training processes were implemented and developed by me.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Facilitated framework orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Customer Service, senior Senior Customer Advocate and outstanding performer in workflow optimization and stakeholder engagement.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Senior Customer Advocate proactive with experience in providing support and resolving customer complaints.
  • Bring extensive high-call volume experience working with method consumers spanning 4 years.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Under duress, personable and professional.
  • Jira expert with experience in process improvement services.
  • Fluent in Japanese. Personable and professional communicator.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Fostered collaborative relationships between cross-functional teams, driving a 48% increase in customer retention over two years.
  • Executed on a CRM optimization strategy that reduced response times by 5% and increased team productivity by 44%.
  • Collaborated with team of 14 in the development of system.
  • Successfully mediated and resolved 13 customer escalations, leading to a 31% improvement in Net Promoter Score (NPS) within three years.
  • Automated handling of frequently asked customer queries, which reduced overall inquiry volume by 48% and improved team workload management.
  • Documented and resolved framework which led to standard.
  • Applied customer feedback to re-engineer support processes, resulting in a 6% higher resolution rate during the first support interaction.
  • Led quarterly reviews with key enterprise accounts, addressing concerns that led to 54% renewal rate improvement.
  • Drafted customer support SLAs that reduced breach incidents by 33% and improved accountability through aligned metrics.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Lean Six Sigma Yellow Belt Training
  • Association for Talent Development (ATD)
  • American Society of Safety Professionals
  • National Association of Social Workers
  • Association of Information Technology Professionals
  • Certified Customer Experience Professional (CCXP) Six Sigma
  • Society of Workforce Planning Professionals (SWPP)
  • Customer Experience Council (CEC)
  • American Marketing Association
  • Six Sigma Green Belt Certification

Certifications

  • Google Analytics Individual Qualification
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • ITIL Foundation Certification (IT Service Management)
  • Customer Service Management Certified Implementation Specialist by ServiceNow
  • Certified Client Relations Manager (CCRM) by the National Client Relations Association
  • Customer Success Advanced Certification by Gartner
  • Certified LiveChat Expert by Customer Support Heroes
  • Microsoft Certified Systems Engineer (MCSE)
  • CX-PRO Customer Experience Excellence Training by NextTen

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