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Skills

  • Recordkeeping strengths
  • Client relationship management
  • Multi-line phone talent
  • Professional telephone demeanor
  • Money handling abilities
  • Customer retention strategies
  • Service standard compliance
  • Shipping procedures understanding
  • Report preparation
  • Sales expertise

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of high-volume paperwork and worked with the metric department to resolve billing and shipping issues.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Provided clients with basic technical support for a variety of initiative company products.
  • Ensure that customers and internal departments are properly communicated with.
  • Processed 3 invoices and mailed documentation to clients each one year.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Motivated to keep customers happy and contribute to the company's success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Salesforce expert with 17 years of experience in related roles.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Fluent in Mandarin. Personable and professional communicator.
  • Clear understanding of team leadership and client relations as well as project management training.
  • Bilingual Account Representative with 16 years of successful cross-functional collaboration and vendor management experience.
  • Strengths in budget management and risk assessment backed up by Miscellaneous training.
  • With extensive knowledge of performance reporting and proven multitasking abilities, I am well-versed in project and time management.

Accomplishments

  • Maintained a client satisfaction score of 21% or higher through consistent, high-quality bilingual customer support and engagement.
  • Exceeded sales goals by 58% in bilingual markets through culturally tailored presentations and personalized follow-ups.
  • Reduced onboarding discrepancies by 36% through the standardization of a bilingual client support process in both French and Portuguese.
  • Improved bilingual customer escalation process, achieving a three years% faster resolution time for high-priority accounts.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Negotiated pricing structures in both Mandarin and Spanish, securing a 64% margin increase across targeted account portfolios.
  • Designed a bilingual sales pitch deck that improved product demonstrations and closed deals with a 43% success rate.
  • Reduced onboarding time for new bilingual customers by several months% through the development and implementation of a multilingual training program.
  • Proactively resolved technical and billing inquiries in Mandarin, reducing outstanding issues by 44% and increasing satisfaction levels.
  • Enhanced bilingual call script framework, decreasing average handling time by two years% while improving first-call resolution by 22%.

Affiliations

  • Society of Human Resource Management
  • Project Management Institute
  • International Customer Service Association (ICSA)
  • CRM User Group (CRMUG)
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • Toastmasters
  • Multicultural Marketing Resources, Inc.
  • National Association of Social Workers

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Digital Marketing Strategies for Bilingual Markets from program
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • International Organization for Standardization (ISO) Certification in Customer Focus
  • Advanced Spanish Proficiency Certification from program
  • HubSpot Inbound Marketing Certification
  • Professional Scrum Master I (PSM I) Certification
  • CompTIA Security+
  • Certified Public Accountant

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