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Skills

  • Upselling techniques
  • Stocking and replenishing
  • Order fulfillment
  • Strategic sales knowledge
  • Consistently meets sales goals
  • Medical terminology knowledge
  • Customer complaint resolution
  • i-channel contact center software
  • Planning and Organization
  • Strong interpersonal skills

Work Experiences

  • Increased the team's revenue totals by bringing in more than $9 in personal one year sales.
  • Averaged 6 new customers per month, generating 15% of the team's revenue using the process approach.
  • Customers were notified of upcoming sales events and promotions.
  • Kept the metric and system areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.

Summaries

  • Clear understanding of vendor management and workflow optimization as well as data analysis training.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Trained in document review, working with internal and external parties, and independently resolving routine and challenging concerns.
  • Customer service expert with 5 years of experience resolving account and service issues for initiative clients.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Asana expert with 15 years of experience in related roles.
  • Offering 11 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Workday and initiative techniques have been taught to me.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Utilized scenario-based learning and role play to strengthen critical-thinking skills, reducing call escalations by 24% within 2 weeks.
  • Created a comprehensive employee development program focused on call resolution strategies, driving a 62% improvement in NPS and customer retention in 2019.
  • Led training initiatives to streamline multi-channel support methodologies, improving resolution times by 81% across email, chat, and phone support teams.
  • Trained 18 new hires in call center operations and multi-channel communication protocols, yielding a 21% improvement in customer satisfaction across voice and digital channels.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Conducted weekly monitoring and follow-up training interventions that led to a 39% improvement in post-interaction follow-up customer satisfaction surveys.
  • Utilized behavioral coaching to improve call handling skills, increasing positive customer feedback instances by 23% within 7 months.

Affiliations

  • National Association of Workforce Development Professionals (NAWDP)
  • Customer Experience Network (CEN)
  • National Society of Leadership and Success
  • Customer Service Professionals Network
  • Project Management Institute
  • Service Quality Institute Global Membership Program
  • Toastmasters
  • American Medical Informatics Association
  • Learning and Development Professionals Group
  • Global Service and Support Leadership Council

Certifications

  • Blended Learning Trainer Certification – Beacon Labs
  • Certified Protection Officer (CPO)
  • CRM Tool Expert Certification - program
  • Certified Contact Center Trainer (CCCT) - Northwind
  • CompTIA Security+
  • Conflict Resolution and Mediation Certification - Ironclad Systems
  • Cisco Certified Internetwork Expert (CCIE)
  • ServSafe
  • Google Certified Professional Cloud Architect
  • Instructional Design Certification – Cedar Works

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