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Skills

  • Inventory control procedures
  • Business Strategy
  • Resolution-oriented
  • Multi-Task Management
  • Superior organization skills
  • Point-of-sales systems
  • Document control
  • 10-Key
  • Proficient in MS Office
  • Spreadsheets

Work Experiences

  • Ranked as the most effective in spearheaded out of 13 representatives.
  • Collaborated with managers and other team members to resolve difficult or complex customer issues.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Trained 6 new employees in procedures and policies in order to improve team performance each quarter.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Provided administrative and client support assistance to financial advisors.
  • Customers were contacted about service upgrades, new system services, and account changes.
  • Sought advice.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Provided senior management with detailed monthly departmental reports and updates.

Summaries

  • Talented Service Associate with first-rate expertise in organizing efficient work and resolving customer issues by leveraging communication and decision-making abilities acquired during 5 years in the Customer Service.
  • Dedicated to meeting and exceeding system objectives through effective communication and method abilities.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Microsoft Excel and program techniques have been taught to me.
  • Salesforce expert who excels at meeting and exceeding sales targets.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Dedicated to exceeding expectations and leading the team to success.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.

Accomplishments

  • Collaborated with technical support to improve customer education efforts, decreasing unnecessary service escalations by 44%, resulting in a more efficient service process.
  • Developed and administered training materials for new customer service protocols, increasing operational efficiency by 57% and improving response times.
  • Handled an average of 15 customer interactions per day while maintaining a 65% customer satisfaction rating, consistently meeting performance benchmarks.
  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Assisted leadership in interpreting customer feedback which contributed to enhancing customer support procedures, reducing support ticket resolution times by 55%.
  • Created a standardized escalation process for process improvement, resulting in faster issue resolution and a 46% drop in unresolved tickets.
  • Successfully launched program by collaborating with cross-functional teams, supporting the company in achieving 15% growth within 6 months.
  • Trained new hires on customer relationship best practices, resulting in a 17% improvement in team-wide customer satisfaction.
  • Collaborated cross-functionally with sales and marketing teams to design customer engagement campaigns, contributing to an 6% increase in product cross-sell rates.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Affiliations

  • Certified Trainer for Customer Onboarding, 2015
  • Co-chair, Product Upgrade and Service Optimization Workshop, Brightline, 2015
  • Sales Excellence in Customer Service Award, 2023
  • Team Member, Customer Feedback Analysis Project, Summit Group, 2016
  • Member, International Association of Customer Service Professionals (IACSP), 2020-Present
  • Participant, Customer Experience Summit (CES), Denver, 2017
  • Participant, Customer Care Week Excellence Event, 2018
  • Certified in Proactive Engagement Strategies, standard, 2020
  • Participant, Annual Service Performance Index Conference, 2015
  • Founding Member, Cedar Works Customer Experience Innovation Lab, 2019-2020

Certifications

  • LinkedIn Learning Customer Service Excellence Certificate
  • Certified Public Accountant (CPA)
  • Microsoft Office Specialist (MOS)
  • Professional Customer Service Competency Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Call Center Manager (CCCM)
  • HubSpot Service Hub Software Certification
  • CompTIA A+ Technician
  • Six Sigma Yellow Belt certification
  • Certified Help Desk Professional (CHDP)

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