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Skills

  • Call center transactions
  • Insurance policy review
  • Medical terminology knowledge
  • Retail merchandising experience
  • Exceptional time management skills
  • Task prioritization
  • Process improvement
  • POS systems knowledge
  • International sales support
  • Active Data Online

Work Experiences

  • Responded quickly to general inquiries from members, staff, and clients by mail, e-mail, and fax.
  • Attended 13 team meetings to express my concerns and provide constructive feedback to others each month.
  • Devised new procedures and systems to improve customer satisfaction.
  • Trained 13 new employees in procedures and policies in order to improve team performance each quarter.
  • Transported Salesforce to one year customer locations.
  • Attended local, regional, and national trade shows for product development training as defined by territory needs.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Won
  • Kept track of everything.
  • Translated for the entire 3-person team in order to meet the needs of Spanish-speaking customers.

Summaries

  • Very knowledgeable about SAP, as well as standard competitors and offerings.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Special Services Associate is an outgoing individual who excels at customer satisfaction and retention.
  • Critical thinking ability, problem-solving ability, ability to plan and organize activities, and ability to provide excellent customer service.
  • Store Manager with a track record of increasing profits, cutting costs, improving inventory management, and improving customer service standards.
  • Skilled at motivating coworkers and generating excitement among customers about products.
  • Customer Service Representative with experience working in a variety of process and customer service environments.
  • Clear understanding of team leadership and budget management as well as cross-functional collaboration training.
  • Communication with customers and coworkers is a strength.
  • Strengths in process improvement and cross-functional collaboration backed up by Customer Service training.

Accomplishments

  • Ensured compliance with daily service protocols, reducing safety-related incidents by 31% and earning recognition from process.
  • Collaborated with team of 14 in the development of framework.
  • Developed a conflict resolution guide, reducing customer escalations by 66% through effective staff training and documented best practices.
  • Provided technical support for program, resulting in a 55% decrease in downtime during peak business hours.
  • Partnered with management to refine the return and exchange process, significantly improving customer experiences by achieving a 44% reduction in customer wait times.
  • 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.
  • Collaborated closely with the operations team to monitor stock integrity, leading to a 69% improvement in inventory count accuracy.
  • Tracked customer orders in real-time using Power BI, reducing lost or misplaced orders by 83%.
  • Instituted a customer service escalation process that reduced issue resolution times by 42% for high-priority accounts.

Affiliations

  • Lions Club
  • National Retail Federation (NRF) Member
  • Global Customer Service Training Association (GCSTA)
  • Women in Retail Leadership Circle (WIRLC)
  • Lean Enterprise Institute (LEI) – Process Improvement Specialist
  • Toastmasters
  • Project Management Institute
  • Jaycees
  • American Marketing Association
  • Association for Computing Machinery

Certifications

  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Supply Chain Management (CPSCM)
  • Project Management Professional (PMP)
  • Certified Inventory Optimization Professional (CIOP)
  • Certified Customer Service Professional (CCSP)
  • Customer Service Excellence Certificate
  • Lean Six Sigma Yellow Belt
  • Inventory Management Certificate from Beacon Labs
  • Certified Workplace Coach (CWC)

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