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Skills

  • Retail store support
  • Staff education and training
  • Cheerful and energetic
  • 10-Key
  • Courteous demeanor
  • Medical terminology knowledge
  • Travel planning
  • Organized
  • Strategic sales knowledge
  • Stocking and replenishing

Work Experiences

  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • In charge of quality communication, customer service, and product representation for each client.
  • Got better.
  • Averaged 3 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Contributed to the team's success by filling in on cashier duties, providing product assistance, merchandising shelves, and cleaning customer areas.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Won
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Consistently outperformed my daily credit card application goals.

Summaries

  • Highly effective in performance reporting, evaluating personnel performance, and putting in place top-notch strategies.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Dedicated to exceeding expectations and leading the team to success.
  • Focused on customer service
  • Method and system are examples of abilities.
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Professional with over 4 years of experience in project management and process improvement initiatives across the enterprise.
  • Senior Customer Care Executive is articulate and driven to succeed.

Accomplishments

  • Metric 15 WPM data entry rate, with 9% accuracy.
  • Led the transition to a new contact center platform, reducing operational costs by 56% and enhancing service quality.
  • Maintained a client retention rate of 68% by implementing personalized care plans and proactive customer interactions.
  • 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%.
  • Procedure Met and exceeded quotas generating 17+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Captured and analyzed customer feedback data to inform decision-making, resulting in the implementation of initiative that increased satisfaction by 23%.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Collaborated with IT and operations teams to optimize the complaint resolution process, cutting average resolution time from two years to the past year.

Affiliations

  • Affiliation with Institute of Customer Service (ICS) UK for international customer standards
  • Contributor to Harvard Business Review's articles on customer experience strategy
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Customer Associations (CA) Leadership Program
  • Rotary International
  • Volunteer for Customer Support Week organization team
  • Lean Six Sigma Green Belt certification relevant to customer service roles
  • Association for Supply Chain Management (APICS)
  • International Association of Administrative Professionals

Certifications

  • Salesforce
  • CompTIA Security+
  • Customer Complaint Management Certification - initiative, 2017
  • Certified Zendesk Support Administrator - Zendesk, 2024
  • Crisis Management and De-Escalation Mastery - Lakeside Partners, 2018
  • Certified Call Center Quality Assurance Professional (CCCQAP) - standard, 2022
  • Certified Public Accountant (CPA)
  • Customer Retention & Win-Back Specialist Certification - framework, 2019
  • Apple Certified Associate (ACA)
  • Certified Public Accountant

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