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Skills

  • Effective collaboration with sales and marketing teams
  • Project management abilities
  • High-energy attitude
  • Business development understanding
  • Client onboarding time reduction
  • Inbound and outbound calling
  • Senior leadership support
  • Office equipment proficiency
  • Materials transport
  • Clerical support

Work Experiences

  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Increased retail sales by 17% and increased customer traffic by 2%.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Named Top Seller for 6 months through improved.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Used ServiceNow to complete quality assurance, which resulted in framework.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.

Summaries

  • Adobe Creative Suite expert who excels at meeting and exceeding sales targets.
  • Account Support Representative with 16 years of procedure customer service experience.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Customer Service Representative with extensive experience in the standard industry who is friendly and dedicated.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Motivated to keep customers happy and contribute to the company's success.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Mentoring and coaching skills in a dynamic professional.

Accomplishments

  • Created customer service call scripts that reduced average handle time by several months%, improving operational efficiency.
  • Collaborated with sales and marketing teams to identify upsell opportunities, increasing average revenue per customer by 46%.
  • Monitored and evaluated team performance using standard, conducting analysis that helped improve case closure rate by 35%.
  • Implemented a new ticket prioritization system that decreased backlog by 69% within 18 months.
  • Optimized use of customer data within procedure to predict and mitigate escalations before they occurred, leading to a 32% drop in case escalations.
  • Led efforts to increase customer satisfaction scores by 26% through careful monitoring of service ticket quality and report analytics.
  • Supported cross-functional collaboration efforts across sales and technical teams to resolve more complex client problems, enhancing customer retention by 84%.
  • Achieved 83% improvement in first-contact resolution (FCR) rate, leading to a 19% increase in customer satisfaction over a 6 months.
  • Assisted in the onboarding and training of 4 new team members, helping to reduce ramp-up time for new hires by 45%.
  • Used expert knowledge of industry-specific compliance standards to resolve 2 compliance-related customer concerns, reducing company risk.

Affiliations

  • Member, Business Process Improvement Network standard
  • Active Member, Account Management Association method
  • Participant, Global Customer Experience Leaders Forum 2017
  • Volunteer Contributor, Feedback Improvement Program Initiative Columbus
  • Seasonal Mentor, Client Services Development Program initiative
  • Attendee, Client Services and CX Design Conference 2016
  • Member, Technical Support Excellence Society initiative
  • Committee Member, SLA Improvement Task Force Phoenix
  • Certified Expert, Customer Talkbot/AI Implementation Program initiative 2023
  • Participant, Customer Retention Leadership Webinar 2020

Certifications

  • CompTIA Network+
  • Customer Experience (CX) Certification by Forrester
  • American Academy of Financial Management (AAFM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Salesforce Certified Administrator
  • Zendesk Support Administrator Certification
  • CompTIA A+ Technician
  • Certified Technical Support Specialist (CTSS)
  • Association for Project Management (APM)

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