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Skills

  • Data-driven decision making
  • Good listening skills
  • Professional telephone demeanor
  • International sales support
  • Customer retention strategies
  • Shipping procedures understanding
  • Team leadership and development
  • Administrative support
  • Customer feedback analysis
  • Complaint resolution strategies

Work Experiences

  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Spoke with customers about their Jira concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.
  • Entered customer interaction details into QuickBooks to track requests, document problems, and record solutions offered.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Met or exceeded revenue targets with successful promotions of ServiceNow during routine inbound calls and outbound sales follow-ups.
  • Assisted customers in choosing and customizing available items to meet their specific needs.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Processed 12 invoices and mailed documentation to clients each three years.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Willing to travel and work a variety of shifts.
  • Customer Service Advocate is an outgoing individual who excels at customer satisfaction and retention.
  • Dedicated and detail-oriented Customer Service Advocate with multitasking, follow-through, and problem-solving experience gained during 14 years in customer service and support.
  • Desire to improve customer service in a high-volume framework environment by leveraging 3 years of experience in Customer Service Advocate roles.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • With a team-oriented mentality and a commitment to customer satisfaction, business needs, and sales excellence, I am efficiency-driven and organized.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer Service Representative with experience working in a variety of system and customer service environments.
  • Excellent communication, relationship-building, and conflict-resolution abilities.

Accomplishments

  • Achieved status as one of 4 top sales performers in the region comprised of 14 stores.
  • Standard Met and exceeded quotas generating 2+ calls per day on leads for software maintenance renewals. Served as communication link between engineering consultants, MIS management and staff.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Designed and rolled out a customer loyalty initiative that increased retention rates by 19% in a 8 months-month timeframe.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Spearheaded a customer support initiative that resulted in improved first-contact resolution rates by 43%, enhancing overall customer experience.
  • Analyzed feedback from customer surveys and aligned new service metrics, resulting in a 69% growth in positive customer feedback.
  • 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.
  • Assisted in integrating a new helpdesk system that improved team productivity by 26%, facilitating smoother ticket escalation processes.
  • Introduced a feedback loop system, reducing the average service resolution time by 31% for frequently occurring customer issues.

Affiliations

  • International Customer Service Association (ICSA)
  • Society of Customer Service Excellence
  • Customer Relations Experts Association (CREA)
  • Association of Information Technology Professionals
  • Project Management Institute
  • Customer Service Professionals Network
  • Call Center Management Association (CCMA)
  • Professional Association for Customer Experience Designers
  • Customer Service Training Institute
  • Association for Computing Machinery

Certifications

  • Certified Protection Officer (CPO)
  • Microsoft Dynamics CRM Certification - Ironclad Systems
  • Customer Experience Management (CEM) Certification – Lakeside Partners
  • Customer Support Operations Certification Beacon Labs 2020
  • Professional Agile Leadership Certification (PAL) Summit Group
  • ISO 9001:2015 Internal Quality Auditor Certification Ironclad Systems
  • Emotional Intelligence Customer Service Certification (EICS) Lakeside Partners
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Help Desk Professional - Tier 1 Support (HDI) Vantage

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