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Skills

  • Customer retention strategies
  • Retail materials management
  • Complaint resolution
  • Time management and prioritization
  • CRM Systems
  • Route dispatch
  • SAP Experience
  • Shipping procedures understanding
  • CRM
  • KPI monitoring

Work Experiences

  • Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT), and Quality and Voice of Customer (VOC) were among the service efficiency metrics I followed.
  • Identified and responded to customer requests and concerns via email, online chat, and phone for both English and standard-speaking customers.
  • Collaborated with key stakeholders to ensure bilingual product support for Adobe Creative Suite, increasing product adoption by 54% in 2020.
  • Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
  • Coached junior agents on bilingual best practices.
  • Assisted 4 customers per day with technical issues.
  • Consistently met sales targets with strong promotional and cross-selling skills.
  • Achieved results within several months.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Coached junior agents on bilingual best practices, resulting in a 34% overall improvement in team response times and accuracy.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Excellent administrative skills, as well as a self-motivated and results-oriented attitude.
  • Jira expert with experience in client relations services.
  • Customer service specialist with over 9 years of experience resolving account and service issues for Healthcare clients.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Service-oriented team player with a track record of providing high-quality support in the Healthcare for 16 years.
  • Employee who is committed to providing excellent service to both current and potential customers.
  • Hardworking Bilingual Customer Service Advocate with 4 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with 6 years of experience answering phones, resolving customer issues, entering orders, and shipping packages.

Accomplishments

  • Assisted with training sessions on using CRM software (Asana ) for tracking bilingual customer service issues, improving data accuracy by 19%.
  • Achieved a 41% improvement in bilingual inquiry response times by revamping knowledge base documentation.
  • Utilized Microsoft Excel to analyze bilingual customer data, identifying patterns that led to a decrease in repeat issues by 61%.
  • Achieved 49% monthly retention in bilingual customer segments by employing personalized communication techniques.
  • Reduced overall bilingual call transfers by 75% by increasing agent education on common bilingual customer concerns and resolutions.
  • Reduced escalated support calls by 26% with targeted bilingual issue resolution and cultural sensitivity training.
  • Exceeded call center sales referral targets by 26% while assisting bilingual customers with ongoing service concerns.
  • Assisted 11 customers daily via phone, chat, and email in both English and Japanese, maintaining a CSAT score of 35%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized bilingual customer service workflows, reducing average response time for Portuguese-speaking customers by 4 minutes.

Affiliations

  • Society of Women Engineers
  • Customer Service Institute of America (CSIA)
  • Cross-Cultural Communications (CCC) Council
  • International Communication Association (ICA)
  • American Customer Service Association (ACSA)
  • National Advocacy for Customer Experience (NACE)
  • Association for Supply Chain Management (APICS)
  • Customer Experience Professionals Association (CXPA)
  • Global Customer Service Excellence Network
  • International Institute of Customer Service Professionals

Certifications

  • Project Management Professional (PMP)
  • Advanced Customer Service Strategies from Service Strategies Corporation
  • Salesforce
  • Customer Service Leadership Certification from Brightline
  • Multilingual Call Center Management Certificate
  • Customer Retention Specialist Certification from Cedar Works
  • Google Analytics for Beginners Certification
  • Customer Support Specialist Certification from HubSpot
  • Change Management Practitioner Certification - Prosci
  • Salesforce Certified Administrator

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