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Skills

  • CRM
  • New hire training
  • Strategic sales knowledge
  • Order fulfillment
  • International sales support
  • Customer relationship management
  • Account management
  • Complaint resolution
  • Route dispatch
  • Shipping procedures understanding

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Sell the company's products or services by word of mouth and phone calls.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Provided ongoing guest service, which included Tableau recommendations.
  • Provide customer service to the company's various departments.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Kept the metric and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Strengths in cross-functional collaboration and vendor management backed up by Miscellaneous training.
  • Call Center Advisor is a multi-talented Call Center Advisor who is consistently rewarded for planning and operational improvements.
  • Competent Call Center Advisor with a desire to exceed sales targets and establish long-term customer relationships.
  • Achieved success in providing unsurpassed customer service.
  • Fluent in Portuguese. Personable and professional communicator.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to exceeding expectations and leading the team to success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.

Accomplishments

  • Implemented knowledge management procedures to enhance the consistency of support documentation by introducing Salesforce.
  • Reduced average call handling time from 10 minutes to initiative minutes, exceeding department benchmarks.
  • Successfully assisted in the remote first-time installation of Salesforce, reducing support follow-up calls by 57%.
  • Engaged in proactive customer outreach, recovering over 3 at-risk accounts and contributing to a 19% client retention improvement.
  • Managed a high volume of inbound customer calls by using workflow automation tools, maintaining service performance above SLAs.
  • Worked in tandem with account management to rectify 18 complex discrepancies, recovering over $9 in revenue for clients.
  • Proactively identified billing discrepancies, assisting in the recovery of $9 in lost revenue within several months.
  • Achieved monthly quality assurance scores of 63% or higher through consistent attention to detail and performance improvement.
  • Enhanced service levels by conducting ongoing quality audits, consistently maintaining CSAT ratings above 43%.
  • Collaborated with cross-functional teams on process improvement projects, increasing call service uptime by 52%.

Affiliations

  • National Retail Federation (NRF)
  • International Association of Professionals in Customer Service
  • American Marketing Association
  • Society of Human Resource Management
  • Help Desk Institute (HDI)
  • Society of Consumer Affairs Professionals (SOCAP)
  • Association for Talent Development (ATD) Tableau-Specific Chapter
  • International Customer Service Association (ICSA)
  • Society for Customer Relationship Management (SCRM)
  • International Council of Nurses

Certifications

  • CompTIA Network+
  • HubSpot Sales Software Certification - Tableau
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Certified Sales Professional (CSP) - Cedar Works
  • Certified Specialist in Professional Customer Care (CSPCC) – Beacon Labs
  • Cisco Certified Network Associate (CCNA)
  • Advanced Contact Center Operations Cert. – Cedar Works
  • First Contact Resolution (FCR) Certification - Brightline
  • Communication Skills Certification Program – Meridian

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