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Skills

  • Team leadership and coaching
  • Senior leadership support
  • Sales expertise
  • Adaptability in Fast-paced Environments
  • Transportation solution development
  • Advanced reporting in category
  • Problem-solving abilities
  • Clerical support
  • Freight operations
  • In-store support

Work Experiences

  • Actively engaged in follow-up communication with dissatisfied customers, resolving issues and securing 21% repeat business.
  • Looked over account and service histories to see if there were any patterns or issues.
  • Maintained a 6% customer satisfaction rate.
  • Collaborated closely with product development to relay customer feedback, contributing to the release of QuickBooks that improved user satisfaction.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Informed supervisors about customer concerns, store issues, and inventory requirements.
  • Achieved top performance in a team of 17.
  • Converted 28% of customer inquiries into sales by suggesting relevant product offerings.
  • Achieved President's Club in 2022 for consistently resolving customer queries within SLA limits.
  • Achieved a 80% reduction in service complaints.

Summaries

  • Client service professional with 18 years of experience interacting with clients.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Well-versed in the products, services, and consumer trends of the Law Enforcement and Security.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • In a frantic call center environment, well-trained and composed.
  • Knowledge of Tableau and Asana to a high level.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Process regulations and procedures are second nature to me.
  • Excel in Salesforce offerings, ServiceNow use, and strategic planning.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.

Accomplishments

  • Utilized CRM systems to track and prioritize up to 14 daily customer tickets, consistently maintaining a 24% response and resolution rate within SLA guidelines.
  • Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Sales - Consistently generated additional revenue through skilled sales techniques.
  • Developed training materials used to educate new employees on CRM best practices, reducing on-boarding time by 43% and errors by 41% in the first two years.
  • Reduced first-response times to technical tickets by 48% using a combination of CRM systems and team member expertise, achieving SLA compliance.
  • Trained 10 new call center agents on best practices and CRM utilization, resulting in increased team efficiency and a cumulative 19% boost in first-call resolution.
  • Enhanced the customer experience by mapping end-to-end service processes, improving satisfaction scores by 15%, and leading to operational performance awards.
  • Coordinated cross-functional collaboration between sales and support teams, leading to a 27% increase in upsell conversions over three years.
  • Fostered strong relationships with 8 VIP clients, achieving a 25% retention rate and an increase in premium support subscriptions.
  • Program Interacted with 18+ affiliate stations in program and initiative, ensuring reliable and high-speed delivery to residential and small-business customers.

Affiliations

  • Active collaborator with business peer mentoring group on cross-selling strategies, framework to process
  • Completed Coaching and Mentoring Certification Six Sigma, helping onboard new hires in customer service, 2021
  • Member, American Society for Quality (ASQ), enhancing skills in customer service quality improvement
  • Volunteer, Customer Advocacy Group in Portland, contributing to reduced complaint escalations
  • Contributor, system, sharing insights on negotiation techniques for customer satisfaction, process
  • Certification in Customer Satisfaction Management through Lean, 2022
  • Active participant in National Customer Service Week since 2015
  • Graduated from Vantage with a certificate in Service Excellence Management, 2023
  • Affiliate in Global Association for Customer Experience Professionals (GACXP), since 2023
  • Certified in Data Analytics for Customer Insights through Scrum Master, 2015

Certifications

  • Certified Digital Customer Service Specialist
  • Apple Certified Associate (ACA)
  • Customer Service Representative Certificate
  • Leadership Essentials Certificate
  • Certified CRM Administrator - Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Customer Retention and Crafting Loyalty Programs Specialist
  • Certified Professional in Customer Management (CPCM)
  • First Contact Resolution Specialist Certification
  • Customer Insights Analyst Certification

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