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Skills

  • New business development
  • Order fulfillment
  • Stock management
  • Cross-functional collaboration
  • Professional telephone demeanor
  • Report preparation
  • Sales expertise
  • Client-centric strategic planning
  • CRM
  • Retail store support

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Contributed to $18 in annual store sales per several months.
  • Kept up to date on product and service changes.
  • Customer service training processes were implemented and developed by me.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Ensure that customers and internal departments are properly communicated with.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.

Summaries

  • Customer Service Representative with 13 years of retail experience in fast-paced, team-oriented environments.
  • Recognized on a regular basis for outstanding performance and contributions to the Marketing and Communications industry's success.
  • Microsoft Excel and metric techniques have been taught to me.
  • Senior Client Service Executive proactive with experience in providing support and resolving customer complaints.
  • Fluent in Mandarin. Personable and professional communicator.
  • Senior Client Service Executive is a service-oriented Senior Client Service Executive with unrivaled customer service, task prioritization, and time management skills.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Achieved success in providing unsurpassed customer service.
  • Clear understanding of cross-functional collaboration and vendor management as well as quality assurance training.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.

Accomplishments

  • Developed and executed market penetration strategies, increasing service adoption by 67% in the the Northeast market.
  • Mentored and coached a team of 9 account managers, developing their skills and improving overall client engagement metrics.
  • Contributed to overall business strategy by aligning client goals with company objectives, leading to revenue growth of 64%.
  • Standardized client communication procedures, improving response times and increasing customer satisfaction scores by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 27% client retention by delivering exceptional service and consistently meeting client needs.
  • Led initiatives to improve client onboarding processes, reducing time to value by 67%.
  • Orchestrated multi-million dollar contract negotiations, ensuring renewal of 78% of enterprise contracts over three years.
  • Collaborated with team of 15 in the development of framework.
  • Improved quarterly business review processes, leading to deeper client insights and 49% more upsell opportunities.

Affiliations

  • Jaycees
  • National Association for Business Resources (NABR)
  • International Institute for Learning's Customer Service Certification (IIL)
  • Association for Support Professionals (ASP)
  • Customer Success Association (CSA)
  • Customer Service and Support Professionals Forum
  • American Marketing Association
  • American Management Association (AMA)
  • Project Management Institute
  • Salesforce Trailhead Community Leader

Certifications

  • Project Management Professional (PMP) by system
  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • Customer Service Excellence Certification by system
  • Certified Business Analysis Professional (CBAP)
  • Certified Professional Sales Leader (CPSL) by National Association of Sales Professionals (NASP)
  • Project Management Professional (PMP)
  • Six Sigma Green Belt Certification by Ironclad Systems
  • ServSafe
  • Certified Sales Leadership Professional (CSLP) by National Association of Sales Professionals (NASP)

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