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Skills

  • Contract negotiation and renewal optimization
  • Key holder experience
  • Customer Satisfaction and NPS Improvement
  • Data analytics and reporting tools (Asana)
  • Stock management
  • Churn reduction methodologies
  • Shipping procedures understanding
  • Account relationship management
  • Receiving support
  • Money handling abilities

Work Experiences

  • Kept the program and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Facilitated method orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Clear understanding of data analysis and workflow optimization as well as client relations training.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 3 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Workday and procedure techniques have been taught to me.
  • Hardworking Account Advocate with 10 years of telecommuting experience meeting customer needs.
  • Customer Service Representative with 12 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Gathered and analyzed customer data to refine service offerings, which helped improve contract renewal rates by 58%.
  • Collaborated with team of 13 in the development of metric.
  • Developed training materials that highlighted best practices in client communication, improving service quality and reducing client complaints by 84%.
  • Identified top pain points of high-value clients to proactively implement solutions, contributing to a 83% decrease in customer escalations.
  • Onboarded multiple top-tier accounts, ensuring a smooth transition and driving customer engagement up by 85% in the first two years.
  • Negotiated Service Level Agreements (SLAs) with key stakeholders, improving contract accuracy and increasing satisfactory terms for 28% of corporate clients.
  • Assisted in restructuring terms of service agreements to meet evolving customer needs, leading to 28% increase in renewals.
  • Developed and integrated automated workflows that decreased average resolution times by 30% and improved client relations.
  • Trained and mentored 4 new hires, enabling them to contribute to Northwind reaching 27% first-call resolution within three years.
  • Monitored customer usage patterns to identify potential risks, leading to churn prevention strategies that improved retention by 44%.

Affiliations

  • Revenue Accelerator Network
  • Toastmasters
  • National Association of Social Workers
  • National Society of Customer Retention Professionals
  • Customer Experience Professionals Association
  • International Council of Nurses
  • American Association of Inside Sales Professionals
  • Society of Human Resource Management
  • Freemason
  • American Marketing Association

Certifications

  • Certified Customer Service Manager (CCSM) - by International Customer Service Association (ICSA)
  • Certified Professional in Customer Experience (CX) by CCXP
  • ServSafe
  • Certified Professional Sales Leader (CPSL) by SMEI
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Data-Driven Decision-Maker by method
  • Customer Relationship Analytics Certification by standard
  • Digital Customer Service Excellence Certification by Northwind
  • CompTIA Network+

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