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Skills

  • Qualified lead generation
  • Multi-channel communication management
  • Strategic sales knowledge
  • Shipping procedures understanding
  • Credit card processing
  • High school outreach strategy
  • Retail store support
  • Multi-line phone talent
  • Retail materials management
  • International sales support

Work Experiences

  • Contributed to $9 in annual store sales per 18 months.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Used a POS system to itemize and total the purchases of 9 customers.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Customer service training processes were implemented and developed by me.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Educated employees on company procedures and services.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Kept up to date on product and service changes.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Costs were consistently reduced while profits were increased.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Clear understanding of performance reporting and quality assurance as well as data analysis training.

Accomplishments

  • Customized virtual campus presentations that increased overall engagement with prospective students by 83%, resulting in 10 additional enrollments.
  • Increased applicant satisfaction through revamped financial aid consultations, raising approval ratings across all engagement metrics.
  • Achieved a 70% increase in student enrollment by designing personalized follow-up systems for prospective students.
  • Assisted over 3 prospective students in understanding their financial aid options, resulting in faster application completions and fewer errors.
  • Improved prospective student satisfaction ratings by 43% through enhanced communication processes and personalized follow-up.
  • Enhanced applicant nurturing by creating step-by-step guides and videos on the admissions process, resulting in a 48% drop in withdrawal rates.
  • Streamlined email campaigns that targeted prospective students, resulting in a 84% increase in open rates and admissions conversions.
  • Surpassed performance targets by maintaining a consistent 63% conversion rate of inquiries to enrollments.
  • Reduced drop-off rates in prospective applicants by 71% by implementing more engaging follow-up communication strategies.
  • Presented insights from enrollment data using Power BI, which helped inform marketing strategies and increased student inquiries by 84%.

Affiliations

  • American Society of Safety Professionals
  • National Association of Social Workers
  • Society for College and University Planning (SCUP)
  • Lions Club
  • The College Board
  • Association for Supply Chain Management (APICS)
  • American Marketing Association
  • Phi Beta Delta Honor Society for International Scholars
  • Alliance for Higher Education in Prison (AHEP)
  • Admissions Leadership Academy (ALA)

Certifications

  • Advanced CRM and Lead Management Certification - Tableau
  • CompTIA A+ Technician
  • Accreditation Compliance Specialist Certification - Cedar Works
  • Certified Reporting and Data Analyst for Education (CRDAE) - framework
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Project Management Professional (PMP)
  • Certified Online Enrollment Associate (COEA) - Meridian
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant

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