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Skills

  • Credit card processing
  • CRM system utilization ServiceNow
  • Complaint tracking and metrics reporting
  • Shipping procedures understanding
  • Churn rate reduction techniques
  • Customer Sentiment Analysis
  • Advanced Troubleshooting Techniques
  • Client satisfaction analysis and improvement
  • Retail materials management
  • Customer segmentation and service personalization

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Increased the team's revenue by over $10 in sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Used a POS system to itemize and total the purchases of 6 customers.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept the process and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Processed 16 invoices and mailed documentation to clients each several months.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Bring extensive high-call volume experience working with framework consumers spanning 13 years.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 16 years.
  • Clear understanding of stakeholder engagement and risk assessment as well as vendor management training.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • HubSpot expert with 5 years of experience in related roles.
  • Business Care Representative with 12 years of successful process improvement and strategic planning experience.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Customer service specialist with over 5 years of experience resolving account and service issues for Miscellaneous clients.
  • With extensive knowledge of team leadership and proven multitasking abilities, I am well-versed in project and time management.
  • Strengths in quality assurance and data analysis backed up by Miscellaneous training.

Accomplishments

  • Implemented SAP-based customer feedback loops that facilitated quicker issue resolutions, increasing client satisfaction by 47%.
  • Initiated a client survey process that provided actionable insights, directly contributing to the optimization of service features.
  • Developed tutorials and automated workflows within procedure, streamlining processes and improving the average response time by 3 hours.
  • Executed customer retention campaigns that led to the recovery of 10 contracts, securing additional revenue of $4 annually.
  • Initiated cross-functional collaborations with the sales team, that translated into a 20% increase in upselling opportunities.
  • Refined CRM usage across the department which increased customer engagement tracking by 26%, ultimately improving service personalization.
  • Tracked and evaluated team performance using qualitative and quantitative metrics, resulting in 17 consecutive quarters of improved customer service rating.
  • Collaborated with R&D to refine SAP, which resulted in a 77% increase in product satisfaction per customer feedback.
  • Identified trends in service complaints that allowed for early intervention, bringing repeat complaint numbers down by 68%.
  • Created task management workflows that enhanced productivity, cutting average response time by 44% and improving case closure rates.

Affiliations

  • Association of Information Technology Professionals
  • American Management Association (AMA)
  • Society for Human Resource Management (SHRM) - Customer Relations Specialization
  • Association of Support Professionals (ASP)
  • Institute for Operations Research and the Management Sciences (INFORMS) - Customer Service Analytics Chapter
  • Customer Support Leaders Network (CSLN)
  • American Marketing Association
  • Customer Experience Professionals Association (CXPA)
  • American Medical Informatics Association
  • Customer Service Institute of America (CSIA)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Google Project Management: Professional Certificate
  • Cisco Certified Network Associate (CCNA)
  • Advanced Problem Solving and Root Cause Analysis Certification
  • Certified Business Process Improvement Associate (CBPIA)
  • ServSafe
  • Customer Experience (CX) Specialist Certification
  • Six Sigma Green Belt Certification for Business Operations
  • Certified Service Excellence Advocate (CSEA)
  • CompTIA Security+

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