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Skills

  • First Aid/CPR
  • Upselling techniques
  • KPI reporting and analytics
  • Net Promoter Score (NPS) enhancement
  • Dispute resolution
  • Customer relationship management (CRM) proficiency
  • Client account management
  • Error-free data processing
  • Complaint resolution strategies
  • Process Redesign

Work Experiences

  • Increased sales by 9% by providing purchase advice and promoting additional products.
  • Accurately processed 18 invoices monthly.
  • Achieved 38% improvements in user satisfaction.
  • Collaborated with product development teams to relay customer feedback, leading to 23% improvements in user satisfaction.
  • Boosted team productivity by 47% through implementing tools and resources that automated common inquiries.
  • Collaborated with multiple departments.
  • Consistently exceeded quarterly sales targets by 70%, earning Employee of the Year for performance in 2021.
  • Achieved 55% customer satisfaction score.
  • Consistently exceeded quarterly sales targets.
  • Achieved results over 6 months.

Summaries

  • Accomplished Associate Representative.
  • Client-focused Associate Representative consistently achieving 25% retention of key accounts, recognized for top-tier customer service abilities.
  • Associate Representative specialized in CRM database management, consistently increasing lead conversion by 66% by maintaining accurate and up-to-date data.
  • Retail professional with exceptional sales skills, a service-oriented personality, and an analytical approach to resolving customer issues.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Associate Representative is a multi-talented Associate Representative who is consistently rewarded for planning and operational improvements.
  • Associate Representative specialized in CRM database management.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Associate Representative with a strong understanding of customer dynamics.

Accomplishments

  • Coached a team of 10 representatives leading to a 83% increase in overall team effectiveness.
  • Negotiated client contracts that resulted in a $7 increase in sales revenue in 2023.
  • Collaborated with product teams to implement customer requests, achieving a 42% reduction in product downtime.
  • Achieved 67% of sales quota continuously for the past year, exceeding company targets by 18 in 2017.
  • Documented and resolved metric which led to framework.
  • Tracked KPIs such as average response time and case resolutions, achieving a 79% improvement in efficiency.
  • Directly handled high-value clients, generating $17 in new business within the past year.
  • Partnered with upper management to revamp the feedback process, cutting client response delays by 73%.
  • Assisted with the implementation of ServiceNow to streamline the support system and increase productivity by 49%.
  • Sourced and implemented CRM tools that facilitated enhanced tracking of customer inquiries, boosting overall support performance by 85%.

Affiliations

  • Customer Success Network
  • Customer Service Training Network
  • Toastmasters
  • HubSpot User Group (HUG)
  • Business Professionals of America (BPA)
  • Customer Relationship Management Institute (CRMI)
  • Association for Supply Chain Management (APICS)
  • Lions Club
  • Retail Industry Leaders Association (RILA)
  • The Customer Success Association

Certifications

  • Certified Customer Service Professional (CCSP)
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Certificate in Performance & Customer Retention Strategies
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • Professional in Customer Service and Sales (PCSS)
  • Certified Public Accountant
  • Zendesk Support Administrator Certification
  • Certified Public Accountant (CPA)

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