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Skills

  • B2B Service
  • Service standard compliance
  • Recordkeeping strengths
  • Retail materials management
  • Staff education and training
  • Salesforce proficiency
  • Service recommendations
  • Call center operations
  • Bilingual process
  • German translation

Work Experiences

  • Collaborated with 13 English-speaking agents.
  • Looked for ways to raise the company's profile among customers by providing exceptional service.
  • Assisted English and method customers with technical issues.
  • Identified and responded to customer requests and concerns via email, online chat, and phone for both English and standard-speaking customers.
  • Maintained business Spanish expertise to assist metric customers in navigating company systems.
  • Kept track of orders and, when necessary, expedited them.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Aided in exceeding monthly service KPIs by 26%.
  • Achieved 23% positive survey scores consistently.
  • Awarded Innovation Award for surpassing sales referral targets by 24% while assisting English and metric customers with technical issues.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • While processing large volumes of calls in busy offices, dedicated to maintaining the highest level of customer satisfaction.
  • Jira expert with experience in client relations services.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Microsoft Excel and standard techniques have been taught to me.
  • Fluent in Japanese. Personable and professional communicator.
  • Motivated to keep customers happy and contribute to the company's success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.

Accomplishments

  • Assisted with training sessions on using CRM software (Asana ) for tracking bilingual customer service issues, improving data accuracy by 19%.
  • Resolved product issue through consumer testing.
  • Designed and implemented bilingual customer satisfaction surveys, increasing actionable feedback by 67%.
  • Consistently earned high performance in call center metrics, including an AHT of 14 minutes and CSAT scores above 40%.
  • Participated in roll-out of new call center software (HubSpot) for bilingual users, overseeing a smooth transition with fewer than 39% disruptions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted 11 customers daily via phone, chat, and email in both English and Japanese, maintaining a CSAT score of 35%.
  • Worked with external vendors to enhance service for multicultural audiences, reducing product-related inquiries by 59%.
  • Exceeded call center sales referral targets by 26% while assisting bilingual customers with ongoing service concerns.
  • Reduced escalated support calls by 26% with targeted bilingual issue resolution and cultural sensitivity training.

Affiliations

  • Association for Talent Development (ATD)
  • Lions Club
  • American Society of Safety Professionals
  • Freemason
  • Society of Human Resource Management
  • National Advocacy for Customer Experience (NACE)
  • Association of Language and Education Professionals (ALEP)
  • Certified Customer Experience Specialist (CCXP) Membership
  • Society for Human Resource Management (SHRM) - Customer Service Chapter
  • International Society for Customer Satisfaction (ISCS)

Certifications

  • Call Center Excellence Certification (CCE)
  • Multilingual Call Center Management Certificate
  • Advanced Customer Service Strategies from Service Strategies Corporation
  • Certified Scrum Master (CSM)
  • Language Proficiency Certification in metric (ACTFL, CEFR)
  • ServSafe
  • Social Media Customer Care from Lakeside Partners
  • Certified AI-Powered Customer Support Specialist
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)

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