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Skills

  • Cash handling and management
  • Active Data Online
  • Strategic sales knowledge
  • Employee engagement and motivation
  • Customer complaint resolution
  • Goal-oriented
  • Upselling techniques
  • Patient care and physical therapy
  • Personable
  • Cash flow management

Work Experiences

  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Collaborated with coworkers and managers to resolve difficult and high-level customer issues.
  • Created and updated call sequencing flow charts to improve center performance.
  • Devised and implemented customer retention and loyalty strategies.
  • Used vendor management and quality assurance to research complex problems and resolve issues in a timely manner.
  • Spoke with customers about their Workday concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.
  • Was in charge of supervising and training customer service team members in order to ensure that they provided exceptional service, which increased retention and satisfaction.
  • Collaborated with sales teams to better understand processes and improve customer service.
  • Provided SAP consultations to customers, addressing metric concerns.
  • Provided friendly, knowledgeable service and support in response to customer requests.

Summaries

  • Customer service management expert with 7 years of experience in sales and support.
  • Sales Associate who is enthusiastic, outgoing, and fashion-forward and who excels at establishing positive relationships with new and existing customers by providing superior customer service.
  • Proven track record of implementing large-scale customer service processes and managing multi-location support teams.
  • Dedicated to assisting business success in order to achieve process.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Fluent in Spanish. Personable and professional communicator.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • In a fast-paced environment, highly organized and efficient, communicating effectively with clients and stakeholders at all levels of the organization.
  • To increase productivity and customer loyalty, be strategic in approaching systematic issues with customer service team performance.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.

Accomplishments

  • Business Development: Initiated two key partnerships which resulted in system revenue growth.
  • Recommended
  • Oversaw
  • Directed
  • Monitored
  • Awarded 16 merit increases during the first 15 years of employment.
  • Organized
  • Marketing: Implemented marketing strategies which resulted in category growth of customer base.
  • Determined
  • Routinely helped as many as 17 customers each day in a high-volume retail outlet.

Affiliations

  • Training Certificate, Train-the-Trainer certification from Jira, enabling the development of in-house training programs for new hires in customer service.
  • Graduate of system, major in Business Administration with a focus on operations management and customer service theory.
  • Certification in Effective Leadership for Customer Service Professionals, through the Leadership Training Institute, enhancing people management skills.
  • Certification in Customer Success Management from Asana, ensuring an understanding of retention and proactive customer engagement strategies.
  • Affiliated, American Management Association (AMA), attending workshops on project management and process improvement.
  • Volunteer, system, leveraging customer service skills to enhance the community engagement efforts of the organization.
  • Recipient of system in Customer Service excellence in 2023, recognized by initiative.
  • Member, Society of Human Resource Management (SHRM), building additional skills in employee training, team management, and performance optimization.
  • Team Member, internal Customer Service Transformation committee, improving data-driven initiatives to measure CSAT (Customer Satisfaction).
  • Professional Member of the Contact Center Association, leveraging case studies and white papers to refine team strategy on digital support initiatives.

Certifications

  • Advanced Customer Service Leadership Certification by Coursera
  • ServSafe
  • Certified Support Leader (CSL) by Service Strategies
  • Certified Professional in Management (CPM) by American Management Association (AMA)
  • Microsoft Office Specialist (MOS)
  • Advanced Customer Engagement Certification by LinkedIn Learning
  • Foundation Certificate in Business Analysis by BCS
  • First Aid/CPR
  • Association for Project Management (APM)
  • Certified Contact Center Manager (CCCM) by International Customer Management Institute (ICMI)

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