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Skills

  • Technical issue resolution
  • Product organization
  • In-store support
  • Store maintenance
  • Direct sales
  • Stockroom procedures
  • Conflict mediation
  • Freight operations
  • Customer support
  • Schedule mastery

Work Experiences

  • Provided translation services for a 12-person team to meet the needs of French-speaking customers.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Took 3+ inbound calls per day and directed them to the appropriate people or departments.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Determined accurate prices for system customer services by searching for the best deals and prices for customers on a regular basis.
  • Used QuickBooks to complete vendor management, which resulted in standard.
  • Exceeded 6 months service goals using customer service, sales, and employee management best practices.
  • Helped customers with their questions and concerns, which resulted in a 17% reduction in complaint calls.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.

Summaries

  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Mentoring and coaching skills in a dynamic professional.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Motivated to keep customers happy and contribute to the company's success.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Customer service leader with a strong customer service background, meticulous attention to detail, and a hardworking personality.
  • Method regulations and procedures are second nature to me.
  • Lead Customer Service Advocate with 14 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Devised a loyalty program campaign that led to a 8 monthly increase in recurring revenue from repeat customers.
  • Optimized ticket prioritization system, cutting backlog by 60% and improving overall efficiency in ticket resolution.
  • Revamped the customer feedback process and developed strategies that resulted in a 58% improvement in customer retention over one year.
  • Enhanced team’s technical troubleshooting protocols, reducing average resolution time for technical issues by 82%.
  • Directed process improvement projects that shortened average handle time (AHT) by 24%, while enhancing service quality.
  • Managed an elite team of 4 customer service associates, achieving a 21% improvement in overall team performance in 39%.
  • Exceeded role expectations by generating an additional 14 in revenue from upselling and cross-selling opportunities within the existing client base.
  • Achieved Innovation Award for fulfilling 19% of Service Level Agreements (SLAs) within several months, surpassing company goals by 47%.
  • Led service department through Brightline’s transition to a new CRM system, training 9 team members and achieving a seamless switchover with 55% efficiency.
  • Implemented self-service options that enabled customers to resolve 11% of issues without agent support, reducing inbound inquiries.

Affiliations

  • Member of the Sales & Customer Service Synergy Committee, working on cross-departmental projects to drive revenue through enhanced customer interaction frameworks.
  • Regular attendee of Customer Experience Leadership Forums, applying insights from industry leaders to shape company-wide service programs.
  • Certified in CRM system management Adobe Creative Suite, allowing better documentation and analysis of client interactions, contributing to revenue generation and retention goals.
  • Certified Member of the Institute of Customer Service (ICS), applying globally recognized standards to in-house training programs aimed at reducing service complaints.
  • Certified Lean Six Sigma Yellow Belt from Beacon Labs, implementing methods that improve efficiency and reduce delays in resolving customer service escalations.
  • President of Internal Employee Feedback Committee, focusing on improving internal communication to drive better customer satisfaction scores.
  • Chair of the Customer Insights Committee at Meridian, dedicated to bridging service feedback with cross-departmental collaboration for process improvement.
  • Certificated in Leadership & Emotional Intelligence from program, helping to manage service teams more effectively and improve client-facing interactions.
  • Active participant in Denver Chamber of Commerce Customer Experience Panel, collaborating with local businesses to create better community service initiatives.
  • Participant in weekly Asana CRM Roundtables at Harbor & Co., sharing best practices on documentation and customer data usage to improve service delivery.

Certifications

  • Certified Service and Support Professional (CSSP)
  • Professional in Customer Advocacy (PCA) - Cedar Works
  • Certified Contact Center Supervisor (CCCS) – Northwind
  • Customer Service Team Leader Certificate - category
  • SAP Certified Application Associate
  • American Academy of Financial Management (AAFM)
  • Six Sigma Green Belt for Services - Northwind
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Business Analysis Professional (CBAP)

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