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Skills

  • Change Management
  • Credit card processing
  • Retail materials management
  • Key stakeholder relationship building
  • Complaint resolution
  • Customer loyalty program creation
  • Account management
  • CRM data accuracy improvement
  • POS systems expert
  • Escalation management

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Acquired 8 new customers, resulting in 14% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Assisted and cross-trained other customer service managers.
  • Kept up to date on product and service changes.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Taught new employees about the company's operations, policies, and services.
  • Educated employees on company procedures and services.
  • Kept the system and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Competent Senior Customer Relationship Manager with a desire to exceed sales targets and establish long-term customer relationships.
  • Bring extensive high-call volume experience working with process consumers spanning 8 years.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 14 years.
  • Within Customer Service, senior Senior Customer Relationship Manager and outstanding performer in quality assurance and budget management.
  • Very knowledgeable about Adobe Creative Suite, as well as standard competitors and offerings.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Offering 14 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Executed effective customer survey campaigns, gathering actionable insights which led to the enhancement of service offerings by 34%.
  • Proactively addressed service issues, reducing customer complaints by 35% and enhancing the client retention metrics in 2015.
  • Designed targeted client retention initiatives that successfully boosted client retention rates by 22% over 2022.
  • Worked closely with IT teams to integrate new CRM features, cutting support resolution times by 74% and enhancing customer service responsiveness.
  • Introduced process improvements to client onboarding, reducing complexities and boosting satisfaction scores by 72%.
  • Facilitated change management processes within the CRM system, successfully implementing updates with minimal disruption and raising team productivity.
  • Formulated tailored customer engagement initiatives, increasing overall client satisfaction and directly influencing a 81% increase in referral business.
  • Implemented advanced data-driven customer relationship strategies resulting in revenue increases of $9 over 16 quarters.
  • Utilized CRM analytics to identify key opportunities for relationship growth, increasing the average deal size by $9 over 2020.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Administrative Professionals
  • Customer Experience Professionals Association (CXPA)
  • International Association of Women (IAW)
  • Executive Women in Sales Advisory Board (EWSAB)
  • HubSpot Customer Success Academy
  • Enterprise Sales Forum
  • American Marketing Association (AMA)
  • Microsoft Dynamics CRM User Group
  • Society for Human Resource Management (SHRM) – Customer Service Special Interest Group
  • Customer Experience Insights Group

Certifications

  • Certified B2B Marketing Strategist – Demand Metric
  • Apple Certified Associate (ACA)
  • Lean Six Sigma Green Belt Certification
  • Mastery in Customer Segmentation – CXL Institute
  • Certified Sales Leader (CSL) – Sales Management Association
  • Solutions Selling Certification – Richardson Sales Performance
  • SaaS Sales Methodology Certification – Winning by Design
  • Agile Project Management for Customer Success – Scrum Alliance
  • Customer Service Management (CSM) – Zendesk
  • Client Success Certification – Pulse Academy

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