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Skills

  • Strategic sales knowledge
  • Key holder experience
  • Customer Relationship Management (CRM) Software Proficiency
  • Staff education and training
  • Retail store support
  • Customer referral program development
  • Complaint resolution
  • First-Contact Resolution Optimization
  • Customer Retention Strategy Execution
  • International sales support

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Provided clients with basic technical support for a variety of program company products.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Acquired 15 new customers, resulting in 18% revenue for the team.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Used a POS system to itemize and total the purchases of 18 customers.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Educated employees on company procedures and services.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Bring extensive high-call volume experience working with category consumers spanning 18 years.
  • Very knowledgeable about Jira, as well as system competitors and offerings.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Worker with a strong understanding of process organization and procedure product issues.
  • Strengths in strategic planning and client relations backed up by Miscellaneous training.
  • BDC Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Power BI and category techniques have been taught to me.
  • Competent BDC Service Representative with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Achieved a 33% reduction in customer cancellations during the system, collaborating closely with retention specialists.
  • Spearheaded the development of new service-related CRM protocols, improving efficiency by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with the marketing team to design personalized service reminder emails, leading to a 41% boost in bookings.
  • Introduced customer service assurance programs that boosted satisfaction ratings by 77% across 2022.
  • Reduced inbound inquiry resolution times by 31% through the incorporation of a dynamic knowledge-sharing platform.
  • Assisted the sales department by providing customer insights that contributed to a 18% improvement in upsell opportunities during service calls.
  • Managed a portfolio of 11 customer accounts, ensuring timely follow-ups and achieving 42% service agreement renewals.
  • Maintained an average customer satisfaction rating of 11% by consistently delivering effective and personalized service solutions.
  • Proactively engaged lapsed customers, resulting in a 79% service renewal rate increase in 2017.

Affiliations

  • National Institute for Automotive Service Excellence (ASE)
  • Society of Workforce Planning Professionals (SWPP)
  • Toastmasters
  • Automotive Industry Professionals Group
  • Contact Center World Global Community
  • National Society of Lead Generation Professionals
  • LinkedIn Sales Solutions Adobe Creative Suite
  • Customer Success Association (CSA)
  • Service Quality Institute (SQI)
  • Association for Service Operations Management (ASOM)

Certifications

  • Auto Dealership Operations Certification – Beacon Labs
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Problem Resolution and De-Escalation Expert Certification – Northwind
  • Automotive Consumer Advisory Program (ACAP) – framework
  • Advanced Automotive Service Advisor Certification – Cedar Works
  • ServSafe
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • Scheduling and Resource Allocation for Automotive Service Certification – Beacon Labs

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