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Skills

  • Credit card processing
  • Cheerful and energetic
  • Proficient in MS Office
  • Employee scheduling
  • Receiving support
  • Client relationship management
  • Microsoft PowerPoint
  • Dependable and reliable
  • Recordkeeping strengths
  • Superior communication skills

Work Experiences

  • Kept the category and method areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Identified
  • Consistently outperformed my daily credit card application goals.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Attended 12 team meetings to express my concerns and provide constructive feedback to others each month.
  • Compiled monetary reports and records for store managers on a weekly basis.
  • Was quick to respond to potential customers' questions and requests.
  • Customer service training processes were implemented and developed by me.

Summaries

  • Over 14 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • Senior Customer Care Executive is skilled at bending and flexing in response to change.
  • Versatile
  • Articulate
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • Dependable
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Focused on customer service

Accomplishments

  • Mentored junior agents on effective communication techniques and emotional intelligence, contributing to a 51% improvement in team engagement.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Achieved recognition for leading the team to exceed key performance indicators, improving customer interactions and satisfaction rates by 47%.
  • Increased customer satisfaction (CSAT) scores by 79% through targeted quality improvement programs and regular agent feedback sessions.
  • Improved upselling success rate by 57%, contributing to a revenue increase of 15 over the past year.
  • Facilitated a department-wide change management strategy for adopting HubSpot, maintaining business continuity and reducing errors by 51%.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Increased first call resolution (FCR) rates by 73% through enhanced team knowledge and preparedness.
  • Automated reporting tools to track ticket resolution times, decreasing overall ticket backlog by 47%.
  • Initiated cross-department communication strategies that reduced average response time to customer complaints by 55%.

Affiliations

  • Panelist, 'Microsoft Excel-focused Customer Experience Summit' in 2019
  • American Marketing Association
  • OSHA specialization in CRM platform integration
  • Certified Support Center Manager (CSCM) by initiative
  • Association for Supply Chain Management (APICS)
  • Leadership in Contact Center World regional summit the Pacific Northwest
  • Customer Associations (CA) Leadership Program
  • American Management Association (AMA) leadership program for customer success
  • Affiliation with Institute of Customer Service (ICS) UK for international customer standards
  • Customer Data Platform Institute (CDPI) member

Certifications

  • Emotional Intelligence for Customer Care Professionals Training - system, 2023
  • Advanced Complaint Handling Certification - initiative, 2021
  • CompTIA A+ Technician
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • Computer Training Certificate
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Service Excellence Certification - framework, 2019
  • Project Management Professional (PMP)

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