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Skills

  • Complaint resolution
  • Administrative support
  • Technical support
  • Stocking and replenishing
  • Strategic sales knowledge
  • Transportation solution development
  • Sales expertise
  • Fleet dispatching
  • Medical terminology knowledge
  • Training needs analysis

Work Experiences

  • Worked with cross-functional teams and a diverse group of colleagues to achieve team goals and meet customer needs.
  • Named Top Seller for two years through spearheaded.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Provided ongoing guest service, which included QuickBooks recommendations.
  • Set up new member contracts, explained the rules, and gave advice on how to get the most out of the benefits.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Took 8+ inbound calls per day and directed them to the appropriate people or departments.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Promoted the company as a superior provider dedicated to the needs and satisfaction of customers.
  • In the top 15% of employees for successful optimized.

Summaries

  • HubSpot expert who excels at meeting and exceeding sales targets.
  • Helpful professional with a knack for defusing tense customer situations, generating extra revenue, and cultivating productive relationships with both employees and customers.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • 17 years of experience in progressive roles of accountability and leadership as a talented Customer Service professional.
  • Providing sales, administration, and team leadership expertise with a focus on strengthening customer relationships while maintaining quality, compliance, and service standards.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to exceeding expectations and leading the team to success.
  • Senior Customer Service Professional with 14 years of experience efficiently completing projects by utilizing superior prioritization and multitasking skills.
  • Outstanding customer satisfaction ratings, quick resolutions, and consistent availability have been credited to this results-oriented Customer Service professional.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.

Accomplishments

  • Led the design and execution of a customer service knowledge base, reducing inbound ticket volume by 21% due to better self-service options.
  • Developed a strategic account retention framework that identified patterns of at-risk customers, successfully retaining 82% of clients flagged as high-risk.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Resolved product issue through consumer testing.
  • Redesigned a loyalty program that increased customer retention by 50% within two years through targeted engagement and reward-enhancing strategies.
  • 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.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Reduced churn rates by 76% over two years by implementing a proactive customer follow-up system, ensuring timely resolution before escalation.
  • Implemented a customer feedback-driven training program for 9+ employees, resulting in a 66% improvement in CSAT (Customer Satisfaction) scores.
  • Improved customer response times by 21% through rethinking staffing models and redistributing workload based on peak service hours.

Affiliations

  • Recipient of Employee Empowerment Award from Beacon Labs in 2024 for initiatives that enhanced internal team collaboration and service outcome improvement.
  • Certified Customer Insights Specialist by Beacon Labs, awarded in 2020 for contributions to improving customer feedback utilization.
  • Chief Organizer for Lakeside Partners’s Customer Experience Improvement Committee, leading the team's focus on customer feedback loops and iterative product improvements.
  • Co-Chair of Denver Chapter of the National Customer Service Association, organizing annual conferences that bring together service professionals and leaders.
  • Certification in Data-Driven Solutions for Customer Service from Cedar Works, completed in 2015.
  • Certified in Conflict Resolution and Negotiation through Lakeside Partners, focusing on customer complaint handling and escalation management.
  • Member of American Society for Quality (ASQ) with a focus on service quality improvement techniques, such as Six Sigma for customer service.
  • Completion of Six Sigma Green Belt Certification method with an emphasis on quality service processes in customer relations.
  • Team Lead, Customer Advocacy Group, working closely with customer-facing employees to reduce complaint escalation.
  • Regular blog contributor for program, providing articles on customer behavior analysis and data-based decision making in customer service.

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • CRM Implementation and Strategy Certification - ServiceNow
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Success Manager (CCSM) from Cedar Works
  • Leadership & Management Development for Customer Service Teams
  • Customer Service Quality Assurance Specialist Certification from Northwind
  • Microsoft Office Specialist (MOS)
  • Advanced Certificate in Business Accounting
  • Customer Relationship Management (CRM) Certification - Asana
  • Customer Service Representative Certificate

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