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Skills

  • Microsoft Outlook
  • Stocking and replenishing
  • Dependable and reliable
  • Spreadsheets
  • Credit card processing
  • Active listening
  • Cheerful and energetic
  • Receiving support
  • Promotional support
  • Organized

Work Experiences

  • Kept track of everything.
  • Recommend that appropriate departments make changes and modifications to quality issues.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Kept the showroom clean and organized by displaying products in a neat and orderly manner.
  • Kept up with market and product trends to effectively answer customer questions.
  • Respond to customer inquiries about product information and fault calls, and I try to answer as many questions as I can.
  • Customer service training processes were implemented and developed by me.
  • Was in charge of recruiting, hiring, developing, and retaining retail talent for the company.
  • Had planned ahead.

Summaries

  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Proactive
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 2 years.
  • Looking to join an established company as a Customer Service Lead with exceptional skills.
  • Solid team player with a cooperative and positive attitude.
  • Senior Customer Service Associate is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • Resourceful
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Talented professional with experience working for high-end Summit Group firms.
  • Fluent in Portuguese. Personable and professional communicator.

Accomplishments

  • Contributed to lowering call abandonment rates by 36% through enhanced queue management techniques using Adobe Creative Suite.
  • System 15 WPM data entry rate, with 17% accuracy.
  • Acted as the key customer point of contact, resolving escalated complaints with a 42% conflict resolution success rate.
  • Reduced agent attrition by 20% over several months after leading initiatives to improve team morale and workflow efficiency.
  • Organized and led team training events focused on handling high-priority escalations, yielding a 81% positive resolution in customer satisfaction surveys.
  • Conducted deep-dive metric analysis using Adobe Creative Suite, providing insights that reduced ticket resolution time by 43%.
  • Recognized for handling 9 customer inquiries per day while maintaining an above-average First Contact Resolution (FCR) rate of 29%.
  • Cross-functional collaboration with product and sales teams led to the resolution of long-standing issues that had resulted in 2 financial loss per quarter.
  • Mentored and coached junior associates on effective customer communication tactics, leading to 61% improvement in overall team performance.
  • Consistently met or exceeded targets, achieving yearly customer satisfaction ratings above 56% in multiple consecutive years.

Affiliations

  • Certified Help Desk Manager (CHDM)
  • National Association of Social Workers
  • Toastmasters
  • Certified Customer Success Professional (2023)
  • International Council of Nurses
  • Leadership Excellence in Customer Service Award 2020
  • Society of Workforce Planning Professionals (SWPP)
  • Association for Talent Development (ATD)
  • Freemason
  • International Association of Complaint Handling Professionals

Certifications

  • Certified Technical Assistance Center (CTAC) Specialist - Adobe Creative Suite
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • CRM Software Certification for Workday - initiative
  • Certified Phone Etiquette and Call Handling Professional - Meridian
  • Sales Manager Certificate
  • Advanced Complaint Resolution Techniques Certification - Ironclad Systems
  • Google Certified Professional Cloud Architect
  • Google Analytics Individual Qualification (GAIQ)
  • Certified Mentorship and Team Leadership in Call Centers - Meridian

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